Lead Complaint Management

Key Accountabilities

Performance Management & Reporting

• Own and deliver daily, weekly, monthly, and quarterly performance dashboards, ensuring all complaint KPIs (resolution TAT, FCR, CSAT, SLA compliance, backlog aging) are tracked, analyzed, and reported to CO leadership to support decision-making.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends in a clear, actionable format. Conduct variance analysis against targets, develop corrective action plans, and present findings to senior stakeholders.

• Ensure demand forecasts are met, and capacity plans support interval-level staffing requirements, with call center teams prepared to respond quickly to unforeseen events and protect business continuity.

  Operational Excellence & Quality

  • Drive queue-level quality performance through calibration sessions, targeted coaching plans, and systematic QA score improvement across all complaint queues. Ensure Operations participation in calibration sessions.
  • Conduct regular floor walks, spot checks, and call monitoring on call centre floor performance to identify improvement opportunities and drive continuous improvement.

  • Audit end-to-end call centre processes and delivery efficiency for compliance and customer experience alignment. Review and advise on process improvement plans across both du and the call centre.

    Escalation Management & Root Cause Analysis

    • Manage the end-to-end escalation process for complaints raised through front office channels outside the standard complaint flow, using analysis and cross-functional coordination to resolve root causes and improve processes.
    • Lead cross-functional coordination with Network, Billing, Retail, and Back Office teams to resolve systemic issues driving complaint volumes. Track and report on top complaint drivers, recommending process and system improvements.
    • Ensure operational risks are identified, analyzed, mitigated, escalated, and managed appropriately across the business function.

  Regulatory Compliance & Audit Readiness

  • Ensure full compliance with TRA/TDRA regulatory requirements for complaint handling, response timelines, and customer communication standards.
  • Support and lead completion of audits initiated by TRA, Internal Audit, or Board of Directors, including IT system reviews, process improvement, quality assurance activities, and system performance and upgrade readiness.

  • Maintain audit-ready documentation for all complaint processes, SLAs, and quality frameworks. Ensure all audit actions and recommendations are delivered within deadlines.

    Technology & Systems Governance

    • Act as the primary liaison between du IT and offshore partner IT teams, coordinating closely with du IT SPOCs to ensure CRM/ticketing system stability, application performance, knowledgebase currency, and agent toolset effectiveness.
    • Support Ignite program initiatives including system migration, UAT, and customer impact monitoring during transition phases. Drive automation and digital complaint management initiatives.
    • Work with internal and external stakeholders to develop sound justifications for existing and new business requirements, including project initiation documentation and related operational activities.

Qualifications, experience, skills and competencies

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field
• Professional certifications in customer experience (e.g., CCXP), quality management (e.g., Six Sigma Green Belt), or project management (e.g., PMP, PRINCE2) are an advantage

Experience

• Minimum 6-8 years of progressive experience in customer operations or complaint management within the telecommunications or technology sector, including at least 3 years in a leadership role managing teams of 10+ (direct and indirect)
• Experience managing offshore/outsourced operations is essential

Skills

• Excellent command of English language (written/spoken)
• Arabic language proficiency is highly desirable for regulatory correspondence and customer escalations
• Proficient in CRM platforms (e.g., Salesforce, Oracle CRM), workforce management tools, and data analytics/BI platforms
• Advanced Microsoft Office skills (Excel, PowerPoint)
• Strong analytical thinking and root cause analysis capabilities
• Excellent stakeholder management and communication skills