Team Leader - Customer Experience

Job Description

About the role:

The team lead for Contact Centre will be responsible for overseeing real-time operational performance across customer service channels, ensuring service levels, customer experience, and business continuity objectives are consistently achieved. The role acts as the central point of coordination for operational monitoring, incident management, workforce optimization, stakeholder communication, and crisis response, enabling proactive decision-making and timely resolution of issues that may impact customer service delivery.

What You Will Be Doing

• Monitor and manage real-time operational performance across all customer contact channels.
• Drive adherence to Service Level Agreements (SLAs), customer experience, and productivity targets.
• Lead incident management, business continuity, and service recovery activities.
• Coordinate with Operations, Workforce Management, IT, Digital, Product, and Support teams to resolve critical issues.
• Provide timely communication and executive updates on operational performance, risks, and escalations.
• Analyze trends, identify operational risks, and recommend corrective actions.
• Manage command centre dashboards, reporting, and performance analytics.
• Support major business events, product launches, migration activities, and crisis management plans.
• Ensure governance, process compliance, and operational readiness across all service channels.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Act as the central escalation point for critical service disruptions, high-priority customer issues, and operational incidents.
• Monitor customer demand patterns and proactively coordinate resource allocation to maintain optimal service performance.
• Partner with Workforce Management teams to optimize staffing, schedule adherence, occupancy, and intraday performance.
• Lead command centre activities during peak volume periods, system outages, digital releases, and regulatory-driven initiatives.
• Establish and maintain operational playbooks, escalation matrices, and incident response procedures.
• Track, manage, and report key operational, customer experience, and business performance indicators to senior leadership.
• Facilitate daily operational reviews and command centre governance meetings with key stakeholders.
• Ensure timely resolution and closure of operational incidents, action items, and risk mitigation plans.
• Provide root cause analysis (RCA) and post-incident reviews for major service-impacting issues.
• Monitor digital banking channels, self-service platforms, and customer journeys to identify service gaps and adoption opportunities.
• Collaborate with technology and digital teams to validate system readiness, performance, and stability before major releases.
• Oversee service recovery and customer communication strategies during outages and service degradation incidents.
• Drive automation, process optimization, and operational efficiency initiatives through data-driven insights.
• Ensure regulatory, compliance, and audit requirements are met across all monitored processes and channels.
• Support business continuity planning (BCP) and disaster recovery testing to ensure operational resilience.
• Develop and maintain executive dashboards providing visibility of operational health, customer experience, risks, and service continuity.
• Identify emerging customer pain points through trend analysis and recommend strategic improvement initiatives.
• Lead stakeholder communications during critical incidents, ensuring timely updates and clear decision-making.
• Mentor and develop Command Centre Analysts and Specialists, fostering a culture of accountability, proactive monitoring, and continuous improvement.
• Participate in strategic planning sessions to support business growth, digital transformation, and customer experience enhancement initiatives.
• Ensure seamless coordination between Contact Centre, Branches, Digital, Operations, Fraud, Compliance, and Technology teams to deliver a consistent customer experience.
• Monitor vendor and third-party service performance, ensuring adherence to agreed service levels and contractual commitments.
• Conduct capacity planning and readiness assessments for campaigns, migrations, regulatory changes, and new business initiatives.
• Champion a proactive operational culture through predictive analytics, early warning indicators, and risk forecasting.
• Bachelor’s degree in business administration, Operations Management, Information Systems, or a related field.
  
  

• Genesys Cloud / Genesys Engage (required)
• WFM platform: NICE IEX, Verint, Aspect, or equivalent
• Excel / Power BI for intraday reporting and trend analysis
• ACD, IVR, and queue management systems
• English: Fluent (written and spoken) — required
• Arabic: Proficiency is an advantage
• COPC certification is an advantage
  
  

• Minimum 5–7 years of experience in Contact Centre Operations, Command Centre, Workforce Management, Real-Time Management, or Service Operations.
• Proven experience in incident management, operational monitoring, and stakeholder coordination.
• Experience working with contact centre platforms, workforce management tools, and reporting dashboards.
• Professional certifications in Operations, Workforce Management, Project Management, or Business Continuity Management would be an added advantage.