Job description

Quality & Training and the Calls & Service Centre report to a single point of leadership in this Manager, Customer Support & Training role at ADNOC Distribution, based in Abu Dhabi. You set the vision and governance for contact center performance, quality assurance, and enterprise learning, translating capabilities, tools, and processes into measurable gains in satisfaction, efficiency, and compliance. A multi-year roadmap for customer support and training gets formulated here, balancing service excellence, cost efficiency, and risk management against corporate strategy. VoC insights, customer experience analytics, and operational data all feed into prioritized initiatives with clear success measures, while cross-functional transformations like omnichannel enablement move forward on time-bound outcomes. You direct end-to-end operations of the Calls & Service Centre, covering queue design, workforce planning, and escalation management, while setting and refining KPIs such as CSAT, NPS, FCR, AHT, and service levels. Scoring models and calibration routines anchor quality assurance work, with Lean and Six Sigma methods applied to cut waste and shorten resolution times. Training gets designed as a comprehensive portfolio covering onboarding, product mastery, and customer empathy skills, delivered through blended learning that maximizes performance impact. Leading a high-performing organization of roughly 37 FTEs falls within scope too, managing outsourced partners and training vendors against SLAs while owning budgeting, forecasting, and cost stewardship for the department.