Call Center Manager

Company: ADNEC GroupLocation: Abu Dhabi, UAE (On-site)Employment Type: Full-time | PermanentADNEC Group is looking for an experienced Call Centre Manager to lead our customer contact operations and drive an outstanding customer experience (CX) across ADNEC venues.This role is ideal for a leader who is passionate about service excellence, team development, and data-driven customer experience strategies within a fast-paced service environment.Key ResponsibilitiesLead and manage call centre operations ensuring high service standards across all customer touchpointsDrive customer experience initiatives to enhance satisfaction and service qualityOversee omnichannel support including phone, email, and digital inquiriesMonitor and improve performance metrics such as AHT, FCR, and CSATWork closely with Events, Sales, IT, Security, and Operations teams to ensure smooth coordination during venue operations and eventsManage service escalations and VIP customer issues when requiredDevelop and coach the call centre team to maintain a high-performance, service-first cultureProvide regular reporting and insights to support continuous service improvementRequirementsBachelor’s degree in Business Administration, Communications, Customer Experience, or related field8–10 years of experience in call centre operations or customer service managementMinimum 3–5 years in a leadership role managing customer service or contact centre teamsExperience managing omnichannel customer support environmentsFamiliarity with CRM systems and contact centre technologies (e.g., Salesforce, Zendesk, Genesys)Strong analytical and reporting skills using Excel, Power BI, or similar toolsFluent in English; Arabic language is a strong advantageInterested candidates are invited to apply via LinkedIn.#J-18808-Ljbffr