Assistant Call Center Manager

About the Role

We are looking for a highly motivated and results-oriented Assistant Customer Care Manager to join our expanding BPO operations located in Dubai. This position plays a crucial role in managing daily customer care activities, enhancing team productivity, and maintaining the highest quality standards for client service delivery.

Primary Responsibilities

• Oversee and manage day-to-day customer care operations to ensure all KPIs, SLAs, and quality benchmarks are consistently met or surpassed.
• Provide leadership and development for Team Leaders and Customer Care Executives by mentoring, coaching, conducting performance evaluations, and identifying training needs to nurture a motivated team environment.
• Serve as a liaison with clients and key stakeholders by attending operational reviews and translating client expectations into achievable team objectives.
• Evaluate operational data and performance metrics to detect inefficiencies and implement strategic initiatives that improve process efficiency and boost customer satisfaction metrics like CSAT and NPS.
• Handle escalated complex customer issues proficiently in both Arabic and English, acting as the highest point of escalation within the team.
• Collaborate closely with Workforce Management and Quality Assurance teams to optimize staffing, scheduling, and training efforts.

Candidate Qualifications and Required Skills

• Fluent in both written and spoken Arabic and English at a native or bilingual level is mandatory.
• Possess between 3 to 5 years of experience in a BPO or customer service setting, including at least 2 years in a leadership or supervisory capacity as an Assistant Customer Care Manager or equivalent.
• Deep understanding of BPO performance metrics such as ASA, AHT, FCR, CSAT, and quality scores, alongside workforce management expertise.
• Demonstrated leadership skills with a track record of motivating and managing large teams towards operational excellence.
• Strong analytical ability to interpret operational reports and make informed strategic decisions.
• Excellent communication, interpersonal, and negotiation skills, with experience interacting with senior leadership and corporate clients.