Job Description

Job Title: Call Center Manager

Department: Customer Service / Operations

Reports To: Director of Customer Service / Operations Manager

Location: Dubai

Job Type: Full-Time

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Job Summary:

We are seeking a highly motivated and experienced Call Center Manager to lead and oversee the daily operations of our customer support center. The successful candidate will be responsible for managing a team of call center agents, ensuring excellent customer service, meeting performance targets, and driving continuous improvement in customer interactions.

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Key Responsibilities:

Manage and supervise the daily operations of the call center to ensure customer service standards are met. Hire, train, mentor, and coach call center staff to maintain high performance and engagement. Develop and implement call center policies, procedures, and best practices. Monitor call metrics (e.g., call volume, wait time, customer satisfaction) and produce performance reports. Handle escalated customer complaints and resolve issues efficiently. Collaborate with other departments to address systemic issues and improve overall customer experience. Forecast call volumes and schedule staff accordingly. Set goals for performance and deadlines in ways that align with the company's strategic objectives. Maintain up-to-date knowledge of products, services, and company policies. Implement and oversee the use of call center technology, including CRM and telephony systems.
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Qualifications:

Proven experience as a Call Center Manager or similar role. Strong leadership and interpersonal skills. Excellent verbal and written communication abilities. Proficient in using call center software, CRM tools, and Microsoft Office Suite. Analytical and performance-driven mindset. Ability to work under pressure and manage multiple tasks.
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Education and Experience:

Bachelor's degree in Business Administration, Communications, or a related field (preferred). 3+ years of experience in call center supervision or management.
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Key Competencies:

Leadership and team management Customer-focused mindset Conflict resolution Data analysis and reporting Time management and organizational skills
Job Type: Full-time

Pay: From AED6,500.00 per month

Experience:

* Call Center: 4 years (Required)