Customer Engagement Centre Manager

About the role

The Engagement Centre Manager will lead the Customer Engagement Center (CEC) for multiple automotive brands, ensuring a seamless, high‑quality experience across voice, non‑voice and digital channels. You will be responsible for operational excellence, performance management and continuous improvement.

Key responsibilities

• Develop and execute the CEC strategy for voice, WhatsApp, live chat, social media and other digital platforms.
• Lead a team of 23 employees, handling performance management, coaching, training and talent development.
• Drive KPI performance such as service levels, response times, quality, customer satisfaction and digital SLAs.
• Oversee complaints, escalations and service recovery, performing root‑cause analysis.
• Utilise AI speech analytics, VOC insights and performance data to identify pain points and improve processes.
• Manage digital engagement channels, ensuring timely, accurate brand communication.
• Create dashboards and reports for Sales, Aftersales, Marketing and senior leadership.
• Partner with IT and vendors to maintain CRM, telephony, IVR, digital platforms and analytics tools.
• Continuously refine SOPs, workflows, call scripts and ensure compliance with UAE data protection regulations.

Required profile

• 5–7 years of relevant experience, including at least 2 years in a managerial role.
• Bachelor’s or Master’s degree in Business Administration, Psychology or related field (or equivalent technical diploma).
• Strong background in customer engagement, contact‑center operations and modern communication channels.
• Proven ability to lead diverse teams and manage complex stakeholder relationships.
• Excellent data‑analysis, reporting and problem‑solving capabilities.

Required skills

• AI speech analytics
• CRM systems
• Telephony and IVR
• Digital engagement platforms
• Analytics tools