Job description

Moving a traditional contact centre to a digitally enabled model, where Conversational AI works alongside human agents, is the main task for this Head of Customer Engagement Centre. The client is an automotive group with multiple businesses and brands in the UAE, and TASC is recruiting for the role on a 6-month extendable contract with an immediate start. Day-to-day operations across every customer interaction channel sit with you, from service standards and escalations to complaint handling. Automation, intelligent call routing and fewer repeat contacts are the main levers for improving efficiency. Customer satisfaction, first-contact resolution, service levels, quality assurance, workforce productivity and cost-to-serve form the core KPIs. Digital, Data, Technology and Customer Experience teams are close partners on transformation initiatives. Workforce planning and capacity management matter as much as the technology, since teams need preparing for AI-enabled service and more complex interactions. Responsible AI adoption, data privacy, information security and appropriate human oversight all have to be built into the governance framework.