Job Description

Job Summary:

We are seeking an experienced and results-driven

Call Centre Manager

to lead and optimize the operations of our real estate call centre. The ideal candidate will manage a team of call agents responsible for lead generation, client follow-ups, appointment setting, and customer service. You will be responsible for developing call scripts, training staff, monitoring performance, and ensuring a high level of client satisfaction and conversion.

Key Responsibilities:

Team Management & Leadership

Supervise, train, and mentor call centre agents Set performance goals and KPIs for individual agents and the team Schedule and manage staffing to ensure full coverage during business hours

Operations & Process Optimization

Monitor inbound and outbound call activities to ensure quality and efficiency Create and implement scripts and workflows for different lead types (buyers, sellers, renters, investors) Oversee CRM system usage, ensuring data is properly entered, tracked, and followed up Identify process gaps and implement improvements to boost lead conversion rates

Customer Service & Lead Management

Ensure timely and professional responses to inquiries Handle escalated client issues and complaints with a solutions-oriented approach Work closely with sales agents and marketing teams to ensure smooth lead handoff and communication

Reporting & Analysis

Track key metrics including call volume, lead conversion, response time, and customer satisfaction Generate regular performance reports for management review Use data to forecast staffing needs and improve call strategies

Requirements:

Proven experience as a

Call Centre Manager

, preferably in the

real estate, mortgage, or sales

industry Strong leadership and coaching skills with experience managing call teams Excellent communication, conflict resolution, and interpersonal skills Proficient in CRM systems and call centre software Analytical mindset with experience in performance tracking and reporting Ability to thrive in a fast-paced, target-driven environment Fluent in both English and Arabic
*

Job Type: Full-time

Location:

* Abu Dhabi (Preferred)