Job Description

Role Overview:

We are seeking a results-driven

Call Center Manager

to lead and manage our customer service team. The ideal candidate will be responsible for ensuring smooth day-to-day operations of the call center, maintaining service quality, and driving high levels of customer satisfaction through strong team leadership and efficient processes.

Key Responsibilities:

Team Management & Leadership

Lead, coach, and manage a team of call center agents and supervisors. Conduct performance reviews, provide feedback, and support continuous development. Monitor agent KPIs including call quality, adherence, attendance, and productivity.

Operational Excellence

Oversee daily operations to ensure optimal performance and minimal downtime. Manage call volume, service levels, and escalation handling. Forecast staffing needs and create effective schedules.

Customer Experience

Ensure delivery of high-quality service aligned with company standards. Handle escalated calls and customer complaints with a solution-oriented mindset. Implement strategies to improve CSAT, FCR, and reduce call abandonment rate.

Reporting & Analytics

Track, analyze, and report on performance metrics. Identify trends and areas for improvement based on data insights. Recommend and implement process improvements to boost efficiency.

Compliance & SOPs

Ensure all agents follow scripts, SOPs, and regulatory guidelines. Maintain updated documentation for procedures and training manuals.

Requirements:

Bachelor's Degree in Business Administration or related field. Minimum

4-6 years

of experience in a call center leadership role. Proven experience managing high-performing teams in a customer-focused environment. Strong knowledge of call center systems, CRM platforms, and workforce management tools. Excellent leadership, problem-solving, and communication skills. Ability to thrive in a fast-paced, high-volume setting.

Preferred:

Experience in real estate, hospitality, or service industry. Bilingual (English + Arabic) is a strong advantage. Familiarity with UAE customer service expectations.

What We Offer:

Competitive salary + bonuses based on performance Supportive leadership and career growth opportunities Professional development & training programs A dynamic and diverse work environment
Job Types: Full-time, Permanent