Chief Specialist – Contact Center Management

• Oversee and manage all Contact Center service design activities and risks (i.e. Service Level Management, Availability Management, Capacity Management, etc.)

• Contribute to the design and implementation of the Contact Center change management process and the development of the post change report

• Manage and coordinate with outsourced vendor on the definition of Contact Center availability requirements and the development & maintenances of its related plan

• Monitor the contact center availability performance to ensure that it meets current and future availability needs of the organization in a cost effective and timely manner

• Recommend and contribute to Contact Center service design activities and risks (i.e. Service Level Management, Availability Management, Capacity Management, etc.) and ensure effective design in coordination with the outsourced vendor

• Oversee and drive the Contact Center change management process to ensure minimum disruption and risk to Contact Center services

• Support the development, documentation, continuous improvement of the Section’s processes & procedures in line with the Enterprise Process Model and in collaboration with business design authority

• Oversee the periodic service performance reviews and reporting and highlight the achievement of KPIs and recommended corrective actions

• Prepare development of the annual operating plan and budget

• Support and participate in projects/ tasks related to areas of responsibility

• Continually assess and determine the section’s human capital, technical, process & governance requirements. Develop recommendations on required interventions. Advocate on implementing these interventions with relevant stakeholders

Al Nahiya Group