Contact Center Operations Supervisor - Dicetek LLC - Dubai, UAE
Role overview
Contact Center Operations Supervisor - Dicetek LLC - Dubai, UAE Position Overview This role oversees daily operational activities of the unified government contact center, ensuring prompt responses, efficient service delivery, and strong coordination with government entities. The position supports policy implementation, provider performance management, and continuous improvement of service standards. Job Details Country: UAE City: Dubai Industry: Government Administration Function: Call Center Salary: 14000-20000 monthly (Market estimated) Gender: Any Candidate Nationality: Any Job Type: Full-time Key Responsibilities Manage daily operations of the unified contact center and coordinate with government entities for timely responses to customer requests Monitor implementation of policies, procedures, and operational processes Ensure availability of required resources, tools, and systems for seamless service delivery Oversee performance of contact center service providers and ensure compliance with agreed service levels Support development and updates of operational policies, manuals, and authorities Monitor operational KPIs and employee performance indicators Coordinate with the Quality Department to ensure application of government service standards Prepare periodic reports on operational performance and KPI achievements Recommend system and service improvements to management Support communication with service providers and follow up on operational initiatives Carry out additional tasks assigned by the supervisor Ideal Profile Experience in contact center operations within government or large organizations Strong background in service delivery, operational process management, and provider coordination Knowledge of KPI monitoring, quality standards, and government service frameworks Excellent communication, reporting, and stakeholder management skills Detail-oriented with strong organizational and multitasking abilities Skills Set Contact center operations Service provider coordination KPI monitoring Operational process management Quality standards compliance Reporting and analysis Why Join Us Opportunity to work closely with government entities and service delivery teams Play a key role in improving customer experience across unified channels Structured environment with strong professional development pathways Dynamic role supporting continuous operational enhancements About the Company Dicetek LLC is a trusted technology and professional services consultancy in Dubai, supporting major government entities and enterprises across the UAE. The company delivers specialized expertise in contact center operations, digital transformation, and managed service solutions, helping organizations enhance service delivery and operational efficiency.
