Assistant Vice President – Contact Centers Operations

Job Purpose

Run - Contact Center Operations Governance

• Own day-to-day governance of Aldar’s contact center operations across voice, email, chat, WhatsApp, web, app, and digital service channels.
• Oversee BPO partner performance, ensuring delivery against agreed SLAs, KPIs, NPS quality standards, staffing plans, and contractual commitments.
• Ensure effective workforce planning, shift coverage, capacity management, and operational readiness across all Aldar entities.
• Lead operational reviews with the BPO partner, including daily performance tracking, weekly governance, and monthly business reviews.
• Manage operational escalations, service disruptions, complaints, and high-impact customer issues through structured resolution governance.
• Lead the operational onboarding and integration of new businesses, entities, and customer touchpoints into the contact center model, ensuring readiness across people, process, systems, and service standards.
• Lead Business stakeholder monthly review on overall contact center performance, value, and impact.
• Lead the creation and ongoing governance of contact center knowledge content, ensuring continuous updates, accuracy, and alignment with service standards, digital channels, and customer needs.
• Lead cross-functional initiatives and strategic projects that contribute to organizational growth and operational success.

Improve – Operational Performance & Insights

• Drive continuous improvement in contact center operations through performance insights, customer feedback, complaint trends, and service data.
• Strengthen case handling discipline, follow-up ownership, closure quality, and customer communication standards.
• Ensure consistent service quality across all channels through coaching, QA findings, calibration sessions, and corrective action plans.
• Partner with internal teams to resolve operational bottlenecks impacting customer experience and service delivery.
• Support digital adoption by encouraging customers and agents to shift suitable interactions toward self-service and digital channels.
• Identify recurring demand, repeat contacts, and service failures that require operational fixes or process improvement.

Transform — Digital-First Contact Center Operating Model

• Lead the operational shift from traditional contact center dependency to a digital-first, omnichannel servicing model.
• Ensure the BPO operation is ready to support new digital journeys, service catalogues, knowledge updates, automation, and channel migration.
• Govern operational readiness for new brands, entities, services, campaigns, and digital platform launches.
• Embed a proactive operating rhythm where insights from contact center demand are used to reduce avoidable contacts and improve service design.
• Support the transition from reactive customer support to structured, insight-led, and digitally enabled contact center operations.
• Build a high-performance operations culture focused on accountability, service excellence, customer empathy, and measurable outcomes.
• Strengthen workforce planning and forecasting capabilities by using demand trends, channel volumes, and business growth plans to ensure the right capacity, skills, and coverage across all customer touchpoints.
• Support digital transformation initiatives, including AI-driven customer service technologies and self-service solutions.
• Promote innovation and best practices to enhance operational effectiveness and customer engagement.

Education & Qualification

• Bachelor’s Degree in Business Administration, Operations Management, Customer Experience, or related field.
• MBA or relevant professional certifications preferred.
• Knowledge of contact center systems Salesforce and Genesys and workforce management tools.

Experience and Skills

• Industry Experience (No. of years):
• 10 years in contact center and customer service
• Position/functional experience (No. of years):
• 5 years managerial role
• Competencies and Skills:
• Strategic thinking
• Problem Solving
• Change management
• Time management
• Cross-functional leadership
• Executive communication
• Presentation and Storytelling