Qutaibah Allan
Dubai
Summary
High-impact Head of Call Center & Customer Experience Leader with ~19 years of experience leading large-scale, 24/7 omnichannel operations across insurance, healthcare, and service industries. Currently managing a high-volume contact center handling 1M+ customer interactions annually, with full accountability for service delivery, customer experience, and operational performance.
Recognized for driving enterprise-wide CX transformation, leveraging AI, automation, and advanced analytics to optimize cost, improve efficiency, and enhance customer journeys. Proven ability to translate strategy into execution, delivering measurable improvements in AHT, NPS, FCR, and digital containment while maintaining strict SLA adherence.
Strong track record in building high-performing teams, influencing cross-functional stakeholders, and embedding a data-driven, customer-centric culture across the organization. Positioned as a forward-thinking leader driving scalable growth, operational excellence, and digital innovation at enterprise level.
Overview
20
20
years of professional experience
Work History
Head Of Customer Care
Nas Neuron Health Care Services
04.2026 - Current
- Lead end-to-end operations of a 24/7 omnichannel contact center handling 1M+ interactions annually (voice, email, chat, WhatsApp)
- Ensure consistent SLA achievement across all customer touchpoints, maintaining high service quality and operational stability
- Define and execute the call center strategy, aligned with business goals and CX transformation roadmap
- Drive AI and automation initiatives (Agent Copilot, Conversational AI, self-service) to improve efficiency and customer experience
- Conduct deep-dive RCA and interaction analytics to identify key drivers of customer demand and reduce repeat contacts
- Lead cross-functional collaboration with IT (software & infrastructure) to enhance platforms, integrations, and digital capabilities
- Oversee all core functions including Operations, WFM, Quality Assurance, Training, and MIS/Reporting
- Implement process improvements and journey optimization initiatives to enhance customer experience and reduce operational friction
Senior Contact Center Manager
NAS- Neuron
03.2020 - Current
- Spearheaded the successful merger and integration of NAS and Neuron call center operations, unifying teams, processes, and systems to create a seamless and scalable operation.
- Designed and executed a new strategic framework built on four pillars – Strategy, People, Technology, and Customer Experience – ensuring alignment with organizational goals and long-term vision.
- Strategy: Developed and rolled out a holistic call center strategy focused on operational excellence, customer-centricity, and cost efficiency, while aligning with corporate transformation goals.
- People: Restructured and optimized workforce management, ensuring the right talent mix, effective training programs, and a performance-driven culture.
- Technology: Implemented innovative solutions such as the Avaya platform, advanced IVR self-service, and AI-powered chatbots, driving automation, reducing AHT, and enhancing scalability.
- Customer Experience: Introduced unified customer journeys across channels (voice, chat, email, WhatsApp), delivering consistent experiences and boosting member satisfaction and NPS.
- Partnered cross-functionally with IT, HR, operations, and medical teams to ensure smooth execution of transformation initiatives.
- Championed performance management and KPI alignment (SLA, AHT, NPS, occupancy, shrinkage), ensuring operational resilience and measurable improvements in service delivery.
Senior Contact Centre and Customer Service Manager
NAS Administration
12.2018 - 03.2020
- Provide leadership, development and coaching of Team Leaders and Agents.
- Actively engaging and supporting the development of the team to ensure better performance and succession planning.
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Review management information and make suggestions, recommendations as to improvements across the contact center.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
Contact Centre Manager
Agthia Group
06.2016 - 12.2018
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Managing the mobile application.
- Establish the contact center CRM.
Contact Center Supervisor
Agthia Group
09.2013 - 06.2016
- Plan and implement call center strategy.
- Determine targets for call center.
- Hire and onboard new call center employees.
- Answer staff questions, provide guidance and feedback to team members.
- Trains call agents on new computer or telephone equipment as well as new products and services offered by the company.
- Ensure a friendly and motivating work environment.
- Measure performance with KPIs such as call interruptions, calls waiting etc.
- Ensure adherence to company's policies and procedures.
- Keep senior management informed about recurring issues or problems.
- Prepare monthly, quarterly and annual reports.
- Meets with management to report the progress of the call agent team.
- Provides helpful feedback and positive communication to motivate call agents.
- Runs regular staff meetings with the call agent team.
Contact Center Supervisor
First Gulf Bank
06.2010 - 09.2013
- Work closely with the team, motivating and coaching them.
- Hosting 1-2-1's and team meetings.
- Keeping up to date with business development and new product lines.
- Reporting to the Customer Service Manager.
- Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
- Ensure training and development plans are maintained for all team members.
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
- Support the Operations Manager to highlight operational risks and areas for improvement.
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
- Work with the management team to identify and deliver positive change and business efficiencies.
- Escalate any appropriate problems to senior management.
Contact Center Assistant Team Leader
First Gulf Bank
08.2007 - 06.2010
- Answer incoming calls and respond to customer's emails.
- Management and resolve customer complaints.
- Sell products and place customer orders in the computer system.
- Identify and escalate issues to supervisors.
- Provide product and service information to customers.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable software.
- Route calls to appropriate resources.
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Upsell products and services.
- Complete call logs and reports.
- Other duties as assigned.
IT Administrator
EAM Maliban Textiles Jordan PVT LTD
06.2006 - 07.2007
- Responsible for maintaining the company's IT network, servers and security systems.
- Responsible for investigating and diagnosing network problems.
- Making recommendations for improving the company's IT systems and carrying out routine configuration and installation of IT solutions.
- Enable setting up telephone lines, new users and managing backup, security and passwords.
- In charge of monitoring internet and email use.
Education
Computer Science
Al al-Bayt University
01-2006
Skills
Call Center Strategy & Transformation
Omnichannel Operations Management
AI & Automation (Conversational AI, Agent Assist)
Customer Experience (CX) Optimization
SLA & Performance Management
Workforce Management (WFM)
Quality Assurance & Analytics
Root Cause Analysis (RCA) & Process Improvement
Stakeholder Management (IT, Business, SLT)
Digital Transformation & Platform Migration
Capacity Planning & Resource Optimization
Financial & Budget Management
Accomplishments
- Led the successful merger of NAS & Neuron contact centers, integrating teams, functions, and systems into a single high-performing operation while maintaining SLA performance
- Managed a high-volume operation handling 1M+ interactions annually, sustaining service levels during significant demand growth
- Reduced Average Handling Time (AHT) by ~12%, improving operational efficiency without impacting quality
- Increased digital/self-service containment from ~12% to 25%+, reducing call volumes and operational cost
- Successfully handled ~25% increase in interaction volumes without proportional increase in headcount
- Implemented data-driven RCA framework, improving FCR and reducing repeat customer contacts
- Led evaluation and selection of enterprise contact center platform (NICE / Genesys) as part of digital transformation roadmap
- Introduced AI-driven capabilities (Agent Copilot, IVR automation, chatbot), improving productivity and service quality
- Enhanced Quality Assurance coverage through automation, moving towards full interaction monitoring
- Optimized workforce planning and scheduling, improving productivity and reducing overtime dependency
Timeline
Head Of Customer Care
Nas Neuron Health Care Services
04.2026 - Current
Senior Contact Center Manager
NAS- Neuron
03.2020 - Current
Senior Contact Centre and Customer Service Manager
NAS Administration
12.2018 - 03.2020
Contact Centre Manager
Agthia Group
06.2016 - 12.2018
Contact Center Supervisor
Agthia Group
09.2013 - 06.2016
Contact Center Supervisor
First Gulf Bank
06.2010 - 09.2013
Contact Center Assistant Team Leader
First Gulf Bank
08.2007 - 06.2010
IT Administrator
EAM Maliban Textiles Jordan PVT LTD
06.2006 - 07.2007
Computer Science
Al al-Bayt University