Manager, Customer Support & Training

JOB PURPOSE:
The Manager, Customer Support & Training, leads the strategy, operations, and people agenda that enable consistently excellent customer experiences across all service channels. The role sets the vision and governance for contact center performance, quality assurance, and enterprise learning, ensuring that capabilities, tools, and processes translate into measurable improvements in satisfaction, efficiency, and compliance. Acting as the single point of leadership for both Quality & Training and the Calls & Service Centre, the position drives digital and service transformation while building a culture of empathy, accountability, and continuous improvement.

KEY ACCOUNTABILITIES:

Strategy & Transformation

• Formulate a multi-year roadmap for customer support and training aligned with corporate strategy, balancing service excellence, cost efficiency, and risk management.
• Translate VoC insights, journey analytics, and operational data into prioritized initiatives with clear success measures and benefits realization plans.
• Lead cross-functional transformations such as omnichannel enablement and knowledge modernization to achieve time-bound outcomes.
• Establish governance forums and performance cadences that keep stakeholders aligned and accelerate systemic issue resolution.
• Build compelling business cases for investments in tools, workforce, or content, incorporating ROI and risk analysis.

Contact Centre Operations & Service Excellence

• Direct end-to-end operations of the Calls & Service Centre, including queue design, workforce planning, and escalation management.
• Set, monitor, and refine KPIs such as CSAT, NPS, FCR, AHT, and service levels, ensuring targets are met through data-led interventions.
• Implement robust incident and problem management processes with timely root-cause analysis and sustainable fixes.
• Oversee knowledge-enabled handling standards and QA-backed scripts for accuracy and compliance.
• Ensure continuity of operations through risk controls, BCP readiness, and documented playbooks for peak events.

Quality Assurance & Continuous Improvement

• Own the QA framework for customer interactions, defining scoring models and calibration routines.
• Deploy Lean/Six Sigma methods to eliminate waste and shorten resolution times.
• Run closed-loop VoC and complaint reduction programs, linking defects to processes and tracking corrective actions.
• Partner with Compliance and Audit to maintain readiness for reviews and ensure regulatory standards are met.
• Publish transparent quality dashboards to inform leaders and address emerging risks.

Training & Capability Development

• Design and maintain a comprehensive training portfolio covering onboarding, product mastery, and customer empathy skills.
• Employ blended learning modalities to maximize learning transfer and performance impact.
• Implement evaluation and accreditation frameworks connecting learning outcomes to operational KPIs.
• Coordinate with SMEs to keep curricula current and ensure rapid updates for new products or regulatory changes.
• Build trainer and coach capability across the operation for consistent coaching and performance conversations.

Technology, Data & Knowledge Management

• Govern the effective use of CRM, ticketing, and telephony platforms, analytics, and CX/VOC tools.
• Define data standards and reporting cadences for real-time visibility and decision-making.
• Lead the design and lifecycle of the knowledge base ensuring accurate guidance at the point of need.
• Collaborate with IT and Product to integrate tools within customer journeys for seamless handoffs.
• Evaluate emerging technologies and scale successful solutions with clear adoption plans.

People Leadership, Vendor & Financial Governance

• Build and lead a high-performing organization of ~37 FTEs through clear structures and inclusive talent practices.
• Set objectives and development plans for Team Leaders, Supervisors, Specialists, and Executives.
• Manage outsourced partners and training vendors against SLAs and quality standards.
• Own budgeting, forecasting, and cost stewardship for the department.
• Champion a culture of safety, ethics, and customer-centricity across all teams.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:

Minimum Qualification

• Bachelor's degree in business administration or related discipline

Minimum Experience & Knowledge & Skills

• 12 years of progressive experience in customer support/contact centre operations, service excellence, quality, and training.
• 3+ years in people leadership roles managing team leaders/supervisors and sizeable frontline teams.
• Demonstrated success designing and scaling blended learning programs and QA frameworks.
• Hands-on experience with CRM/ticketing, WFM/WFO, telephony, analytics, and CX/VOC platforms.
• Proven vendor management and contract governance experience; familiarity with UAE market expectations advantageous.

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