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