Call Centre Manager - AI & Customer Experience (CX)

• Manage end-to-end contact center operations including Inbound, Outbound, Voice, Email, and Live Chat channels • Lead customer experience strategies and service excellence initiatives • Drive implementation and optimization of AI-powered customer service solutions, chatbots, automation tools, and CRM systems • Ensure compliance with CBUAE regulations and service standards • Monitor KPIs including SLA, CSAT, NPS, FCR, AHT, and Quality Scores • Improve operational efficiency through technology, automation, and process enhancements • Lead, coach, and develop customer service teams and team leaders • Develop and implement AI-driven CX strategies, ensuring seamless customer journeys across all touchpoints. • Oversee the performance and continuous improvement of AI tools such as chatbots, virtual assistants, and sentiment analysis. • Analyze customer interaction data to identify trends, pain points, and opportunities for AI-powered solutions. • Bachelor's degree in Business Administration, Information Technology, or a related field. • Minimum of 8-15 years of progressive experience in call centre management, with a strong focus on CX. • Strong experience with CRM and Customer Service Platforms (Salesforce, Microsoft Dynamics, Zendesk, Freshdesk, Genesys, Avaya, NICE, etc.) • Good understanding of CBUAE regulations and customer service compliance requirements Proven track record of successfully implementing and managing AI solutions in a customer service environment. • Deep understanding of AI concepts, machine learning, natural language processing, and their applications in CX.