Call Center Manager

We are looking for a Call Center Manager to oversee the daily operations of our customer service team and ensure service excellence across all touchpoints. Your mission will be to drive team performance ensure KPIs are met and maintain a high standard of customer interaction and satisfaction.The ideal candidate is a professional with proven experience in managing contact center teams resolving escalations and motivating staff. You should be results-oriented highly organized and a natural communicator who thrives in fast-paced customer-driven environments.If youre ready to lead by example and deliver exceptional customer support outcomesread on.Key ResponsibilitiesCore FunctionsSupervise day-to-day call center operations ensuring service level agreements (SLAs) and quality standards are consistently met.Monitor call queues handle escalated issues and step in to support agents when necessary.Conduct regular performance evaluations and coach team members for continuous improvement.Analyze call center metrics to identify trends and implement process enhancements.Collaboration & CommunicationServe as the communication bridge between frontline agents and senior management.Coordinate with other departments (e.g. IT sales logistics) to resolve customer issues efficiently.Lead daily team briefings and encourage open dialogue for feedback and idea sharing.Foster a positive team-oriented culture focused on accountability and growth.Performance & ReportingTrack and report on KPIs including average handling time customer satisfaction and first-call resolution.Develop and execute action plans to improve underperforming metrics.Maintain accurate documentation of team activities call outcomes and training records.Provide strategic input on improving customer engagement and operational efficiency.Requirements:35 years of experience in a call center environment with at least 1 year in a supervisory role.Fluency in both Arabic and English.Strong leadership and conflict resolution skills.Proficiency in call center software and CRM platforms (e.g. Zendesk Freshdesk Genesys).Exceptional communication and coaching abilities.Ability to analyze data and make decisions based on insights.Bachelors degree preferred; relevant certifications are a plus.Salary & Benefits:Competitive Salary:AED/month Work Visa sponsorship Medical insurance 30 days of paid annual leave Ongoing training and professional development Supportive team culture with performance recognition programsWork Arrangement:Type: Full-time on-site positionNote: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE.Why Join Us Lead a dynamic and motivated team in a fast-paced environment Gain exposure to operational strategy and customer experience innovation Be part of a stable company with growth opportunities Work in a bilingual multicultural environment that values excellenceOrganized and efficient Step into a role where your structure powers our success. Apply now! Key Skills Corporate Paralegal,Car Driving,Design Engineering,Electrical Controls,Consultancy Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 8000 - 20000