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Lead Complaint Management

DU
Dubai, UAE
Full-time
Director
Onsite
Discovered 6 days ago
Complaint managementCustomer operationsPerformance dashboards and KPI reportingRoot cause analysisQuality assurance and calibrationRegulatory compliance
Free

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Key skills for this role

Complaint managementCustomer operationsPerformance dashboards and KPI reporting
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Performance Management and Reporting

  • Own daily, weekly, monthly, and quarterly complaint performance dashboards.
  • Track resolution TAT, FCR, CSAT, SLA compliance, and backlog aging.
  • Analyze trends, conduct variance analysis, and present corrective action plans.
  • Ensure demand forecasts and capacity plans support staffing and business continuity.

Operational Excellence and Quality

  • Drive queue-level quality through calibration, coaching, and QA improvement plans.
  • Conduct floor walks, spot checks, and call monitoring on call-centre performance.
  • Audit call-centre processes and advise on process improvement and customer experience alignment.

Escalation and Root Cause Management

  • Manage end-to-end escalations raised outside the standard complaint flow.
  • Coordinate with Network, Billing, Retail, and Back Office teams to resolve systemic issues.
  • Track complaint drivers and recommend process and system improvements.
  • Identify, analyze, mitigate, escalate, and manage operational risks.

Regulatory Compliance and Audit

  • Ensure compliance with TRA and TDRA complaint-handling and communication requirements.
  • Lead or support audits initiated by regulators, Internal Audit, or the Board of Directors.
  • Maintain audit-ready documentation and deliver audit actions within deadlines.

Technology and Systems Governance

  • Coordinate with internal and offshore IT teams on CRM and ticketing-system stability.
  • Support system migration, UAT, customer-impact monitoring, automation, and digital complaint initiatives.
  • Develop business justifications and project initiation documentation for operational requirements.

Qualifications and Experience

  • Bachelor’s degree in Business Administration, Management, or a related field.
  • Six to eight years of progressive customer operations or complaint management experience in telecommunications or technology.
  • At least three years leading teams of 10 or more, directly or indirectly.
  • Experience managing offshore or outsourced operations is essential.

Skills and Certifications

  • Excellent written and spoken English is required.
  • Arabic proficiency is highly desirable for regulatory correspondence and escalations.
  • CRM, workforce management, data analytics, BI, Excel, and PowerPoint proficiency is required.
  • CCXP, Six Sigma Green Belt, PMP, or PRINCE2 certification is advantageous.
  • Strong analytical, root cause analysis, stakeholder management, and communication skills are required.

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