Job Title: Call Center Manager
Location: Dubai, UAE
Company: Melodica Music & Dance Institute
About Us:
Melodica is the UAE’s top-rated music and dance school, with multiple branches across the country. We pride ourselves on providing top-tier customer experience and nurturing a supportive team environment.
Job Summary:
We are seeking an experienced and highly motivated Call Center Manager to lead and optimize our call center operations. The ideal candidate will have a proven background in managing large teams (10+ members) and will now oversee a dynamic team of 8 agents at Melodica. The manager will ensure smooth daily operations, high customer satisfaction, and effective team performance.
Key Responsibilities:
- Supervise and manage a team of 8+ call center agents, ensuring efficient performance and motivation.
- Bring experience managing large teams and apply those best practices to Melodica’s evolving call center.
- Monitor call metrics (inbound/outbound volumes, conversion rates, handling time, etc.) and generate performance reports.
- Set daily and weekly targets and ensure they are consistently achieved.
- Provide coaching, feedback, and performance evaluations for team members.
- Work closely with Sales, Marketing, and Operations teams to align call center goals with company objectives.
- Handle escalated customer complaints with professionalism and resolution-oriented strategies.
- Drive continuous improvement in customer service quality, lead conversion, and productivity.
- Oversee scheduling, shift planning, and workforce management.
- Implement CRM and telephony tools effectively for better customer interactions.
Requirements:
- Bachelor’s degree in Business, Management, or a related field.
- Minimum 5 years of experience in call center management, including leadership of teams larger than 10 people.
- Excellent leadership and people management skills.
- Strong knowledge of KPIs, CRM systems, and call center technologies.
- Exceptional communication, problem-solving, and multitasking abilities.
- Experience in customer service and sales-driven environments is a must.
Job Type: Full-time
Application Question(s):
- How many years of experience do you have managing call center agents?
- What is the maximum number of employees you have managed as a team head?
- What is your current salary?
- What is your notice period?