Friday, 27 June 2014

Senior Manager Contact Center Domain Job Vacancy at du in Dubai, UAE

Job Title: Senior Manager Contact Center Domain
Job Ref: 1183
Grade: 16a
Division: Operations
Contract Type: Permanent
Job Location: Dubai, Al Salam Tower - Head Office
Employer: du

About du
du is a family of almost 2,000 people representing over 60 communities.  This diversity allows us to communicate effectively with our customers and add life to life wherever possible. By offering fixed and mobile telephone services, broadband connectivity and IPTV services to millions of homes and businesses, we are well placed for a successful future.  We reward our staff in a variety of ways, including performance bonuses, in-house training programmes, spot awards, brand value nominations, talent pool initiatives, personal development plans and more. We offer competitive salaries and attractive benefits that include flexible working hours, annual leave tickets, discounted mobile rate plans,, education allowance for an unlimited number of children, job-based allowances such as travel and commission, and health insurance. And because we genuinely care about your welfare, our in-house clinic, library and subsidised restaurant are available to all du employees. The onsite gym, personal trainers, and swimming pool are free to utilise too.

Job Overview:
The purpose of this position is to manage overall Contact Centre applications/systems delivery and overall Contact Centre applications/systems Roadmap end to end assuring support of key business initiatives e.g. Customer Excellence, IVR revamp, service activation, number portability in order to effectively fulfill business needs. To have full ownership and accountability to approve and manage vendor for delivery of CRs and supports to testing and operations team and deliveries across multiple strategic programs within the complete Contact Centre applications/systems stack, whether by initiating projects from original concept through final implementation or managing the evolutions of existing solutions, and to be responsible of the successful Contact Centre applications/systems deliverables and smooth operation of various systems that contribute to du contact center services and SME customers.

Job Requirements:
Minimum experience:
• Minimum 8 years of experience with at least 2-3 years of experience in a similar role preferably in telecom industry
• Experience in Contact Centre applications (IVR, ACD, CTI, WFm, Reproting, QM, recording, etc)

Minimum education:
• Minimum Bachelor Degree in Information Technology, Computer Science or Engineering

Knowledge and skills:
• Familiar with development processes and methodologies
• Previous experience with telephony network technologies, tools, solutions is essential
• Mature ability to work collaboratively with management teams throughout the organization and to be seen as a valuable expert resource to be sought out
• Ability to work and make coherent decisions within a highly dynamic and fluid environment
• Articulates clearly to a technical and non-technical audience.
• Strong leadership and interpersonal skills, including ability to foster a cooperative work environment and the ability to work effectively with a wide range of cultures in a diverse community.
• Supports team building and establishes and maintains interpersonal relationships.
• Demonstrates high ethics and values
• Good technical skills in the areas related to: Telecom products, Telecom Voice-Data networks, and Telecom value added services

Deadline Date: 30/06/2014

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