Requirements
Requires a Bachelor's degree in business administration or a related discipline, with 12 years of progressive experience in customer support/contact centre operations, service excellence, quality, and training. Must have 3+ years in people leadership roles managing team leaders/supervisors and sizeable frontline teams. Demonstrated success in designing and scaling blended learning programs and QA frameworks, with hands-on experience in CRM/ticketing, WFM/WFO, telephony, analytics, and CX/VoC platforms. Proven vendor management and contract governance experience is also required.
Description
Job description / Role
Job Type
Full Time
Job Location
UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Oil & Gas / Energy
Job purpose
The manager, customer support & training, leads the strategy, operations, and people agenda that enable consistently excellent customer experiences across all service channels. The role sets the vision and governance for contact center performance, quality assurance, and enterprise learning, ensuring that capabilities, tools, and processes translate into measurable improvements in satisfaction, efficiency, and compliance. Acting as the single point of leadership for both quality & training and the calls & service centre, the position drives digital and service transformation while building a culture of empathy, accountability, and continuous improvement.
Key accountabilities
Strategy & transformation
Formulate a multi-year roadmap for customer support and training aligned with corporate strategy, balancing service excellence, cost efficiency, and risk management.
Translate VoC insights, journey analytics, and operational data into prioritized initiatives with clear success measures and benefits realization plans.
Lead cross-functional transformations such as omnichannel enablement and knowledge modernization to achieve time-bound outcomes.
Establish governance forums and performance cadences that keep stakeholders aligned and accelerate systemic issue resolution.
Build compelling business cases for investments in tools, workforce, or content, incorporating ROI and risk analysis.
Contact centre operations & service excellence
Direct end-to-end operations of the calls & service centre, including queue design, workforce planning, and escalation management.
Set, monitor, and refine KPIs such as CSAT, NPS, FCR, AHT, and service levels, ensuring targets are met through data-led interventions.
Implement robust incident and problem management processes with timely root-cause analysis and sustainable fixes.
Oversee knowledge-enabled handling standards and QA-backed scripts for accuracy and compliance.
Ensure continuity of operations through risk controls, BCP readiness, and documented playbooks for peak events.
Quality assurance & continuous improvement
Own the QA framework for customer interactions, defining scoring models and calibration routines.
Deploy Lean/Six Sigma methods to eliminate waste and shorten resolution times.
Run closed-loop VoC and complaint reduction programs, linking defects to processes and tracking corrective actions.
Partner with compliance and audit to maintain readiness for reviews and ensure regulatory standards are met.
Publish transparent quality dashboards to inform leaders and address emerging risks.
Training & capability development
Design and maintain a comprehensive training portfolio covering onboarding, product mastery, and customer empathy skills.
Employ blended learning modalities to maximize learning transfer and performance impact.
Implement evaluation and accreditation frameworks connecting learning outcomes to operational KPIs.
Coordinate with SMEs to keep curricula current and ensure rapid updates for new products or regulatory changes.
Build trainer and coach capability across the operation for consistent coaching and performance conversations.
Technology, data & knowledge management
Govern the effective use of CRM, ticketing, and telephony platforms, analytics, and CX/VoC tools.
Define data standards and reporting cadences for real-time visibility and decision-making.
Lead the design and lifecycle of the knowledge base ensuring accurate guidance at the point of need.
Collaborate with IT and product to integrate tools within customer journeys for seamless handoffs.
Evaluate emerging technologies and scale successful solutions with clear adoption plans.
People leadership, vendor & financial governance
Build and lead a high-performing organization of approximately 37 FTEs through clear structures and inclusive talent practices.
Set objectives and development plans for team leaders, supervisors, specialists, and executives.
Manage outsourced partners and training vendors against SLAs and quality standards.
Own budgeting, forecasting, and cost stewardship for the department.
Champion a culture of safety, ethics, and customer-centricity across all teams.
Qualifications, experience, knowledge & skills
Minimum qualification
Bachelor’s degree in business administration or related discipline.
Minimum experience & knowledge & skills
12 years of progressive experience in customer support/contact centre operations, service excellence, quality, and training.
3+ years in people leadership roles managing team leaders/supervisors and sizeable frontline teams.
Demonstrated success designing and scaling blended learning programs and QA frameworks.
Hands-on experience with CRM/ticketing, WFM/WFO, telephony, analytics, and CX/VoC platforms.
Proven vendor management and contract governance experience; familiarity with UAE market expectations advantageous.
About the Company
We are one of the world's leading energy producers, and a primary catalyst for Abu Dhabi’s growth and diversification.
We operate across the entire hydrocarbon value chain, through a network of fully-integrated businesses, with interests that range from exploration, production, storage, refining and distribution, to the development of a wide-range of petrochemical products.
Since 1971, we have created thousands of jobs, driven the growth of a diverse knowledge-based economy, and played a key role in Abu Dhabi’s global emergence.
Today, we continue to look for new and innovative ways to maximize the value of our resources, pioneering those approaches and technologies that will ensure we are able to meet the demands of an ever-changing energy market, and continue to have a positive impact on the Abu Dhabi economy for generations to come.
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