Jassim Juma
About Jassim Juma
Jassim Juma serves as the Senior Director of the Digital Contact Center at du, where he leads a team focused on service excellence and planning. He holds an MBA in Strategic Management and has over 11 years of experience in managing contact center operations.
Work at du
Jassim Juma has held multiple positions at du, a leading telecommunications provider in the UAE. He currently serves as the Senior Director of the Digital Contact Center, a role he has occupied since 2021. Prior to this, he was the Senior Director of Service Excellence & Support from 2014 to 2021. His earlier roles at du include Senior Manager of Customer Problem Management from 2011 to 2012, Manager of Consumer & Enterprise Service Activation from 2008 to 2011, and OSS Service Assurance Engineer from 2006 to 2008. Throughout his tenure, he has focused on enhancing customer experience and operational efficiency.
Education and Expertise
Jassim Juma holds a Master of Business Administration (M.B.A.) with a focus on Strategic Management, which he completed at the Higher Colleges of Technology from 2009 to 2011. He also earned a Bachelor's Degree in Business Information Technology from the same institution, studying from 2001 to 2005. His expertise lies in process re-engineering and performance management, aimed at improving customer experience and facilitating business growth.
Background
Before joining du, Jassim Juma worked at TECOM Group Dubai as an OSS Service Assurance Engineer from 2005 to 2006. His career at du began in 2006 and has spanned over a decade, during which he has gained extensive experience in managing contact center operations. He has overseen operations involving more than 600 seats and has led a department of over 70 employees.
Achievements
Jassim Juma has accumulated over 11 years of hands-on experience in contact center management. He has successfully managed operations with a budget in the nine-digit AED range and has coordinated efforts with top-tier Business Process Outsourcing partners. His leadership roles have consistently focused on service excellence and operational planning, contributing to the overall success of the departments he has managed.