Customer Support & Training Manager

About the role

The Manager, Customer Support & Training leads the strategy, operations and people agenda that deliver consistent, excellent customer experiences across all service channels for ADNOC Distribution. This senior position sets the vision for contact‑center performance, quality assurance and enterprise learning, driving digital transformation while fostering a culture of empathy and continuous improvement.

Key responsibilities

• Develop and execute a multi‑year roadmap for customer support and training aligned with corporate strategy.
• Lead end‑to‑end operations of the Calls & Service Centre, including queue design, workforce planning and escalation management.
• Define, monitor and refine KPIs such as CSAT, NPS, FCR, AHT and service levels, applying data‑driven interventions.
• Own the quality‑assurance framework, scoring models and calibration routines for all customer interactions.
• Implement Lean/Six Sigma initiatives to eliminate waste, shorten resolution times and improve compliance.
• Run closed‑loop Voice‑of‑Customer and complaint‑reduction programs, linking defects to process improvements.
• Ensure business continuity through risk controls, BCP readiness and documented playbooks for peak events.

Required profile

• Proven experience leading large contact‑center operations and training functions.
• Strong analytical mindset with ability to translate VoC insights and operational data into actionable initiatives.
• Demonstrated capability to manage cross‑functional transformation projects.
• Excellent stakeholder management and governance skills.

Required skills

• Lean Six Sigma methodology
• Quality Assurance frameworks
• Workforce planning and management
• Data analysis and KPI management
• Knowledge management and training design