Head of Contact Center (CXCG)

About the role

The Head of Contact Center (CXCG) will lead the strategic direction and daily operations of Mashreq Bank's contact center, ensuring high‑quality customer service and operational efficiency across voice and chat channels.

Key responsibilities

• Develop and implement the contact center’s strategic roadmap to enhance service quality and efficiency.
• Lead, mentor, and manage supervisors and agents to achieve support goals.
• Oversee daily operations of voice and chat support, ensuring effective handling of inquiries, complaints, and requests.
• Define and monitor KPIs and SLAs to track performance and customer satisfaction.
• Manage workforce planning, including forecasting call volumes, staffing requirements, and shift scheduling.
• Implement best practices for call routing, handling protocols, chat responses, and quality assurance.
• Drive continuous improvement initiatives to reduce turnaround times and increase first‑contact resolution rates.
• Collaborate with IT to maintain and integrate CRM, telephony, and chat platforms for seamless operations.

Required profile

• Proven leadership experience managing large contact center teams in a banking or financial services environment.
• Strong analytical and strategic planning abilities with a focus on performance metrics.
• Demonstrated knowledge of regulatory and compliance requirements related to customer interactions and data handling.

Required skills

• Experience with CRM systems.
• Proficiency in telephony platforms.
• Knowledge of chat platforms and AI chatbot solutions.
• Familiarity with predictive analytics tools.
• Understanding of call routing and quality‑assurance processes.