Contact Center Manager

About the Organization

This opportunity is with a customer experience-focused business that works to provide smooth, high-quality support across multiple communication channels. Its teams partner across customer service, operations, sales, marketing, technology, training, analytics, and leadership to build contact center operations that are efficient, scalable, and centered on customer needs, satisfaction, and loyalty.

Role Overview

The organization is looking for an accomplished Contact Center Manager to lead and improve multi-channel support operations. In this role, you will be responsible for service quality, operational effectiveness, team performance, and customer experience improvements across all customer touchpoints.

Core Responsibilities

• Create and implement contact center plans that support customer experience targets, efficient operations, and broader business goals.
• Direct day-to-day support across inbound, outbound, chat, email, social media, and other omnichannel service channels.
• Handle workforce planning, shift scheduling, staffing alignment, and capacity planning to ensure SLA compliance.
• Track operational metrics such as average handling time, first contact resolution, CSAT, NPS, abandonment levels, service-level adherence, and quality outcomes.
• Coach, train, and develop agents, team leads, and supervisors through ongoing performance and learning programs.
• Put quality assurance practices, call review processes, and performance assessment methods in place to maintain service consistency.
• Study interaction data, service trends, and customer feedback to uncover gaps and improvement opportunities.
• Work closely with IT, CRM, operations, sales, marketing, and product teams to strengthen systems, workflows, and customer journeys.
• Own escalation handling, complex case resolution, and service recovery efforts to protect customer satisfaction.
• Improve use of contact center tools such as CRM systems, telephony, IVR, workforce management software, and AI-enabled chat solutions.
• Maintain alignment with company policies, service standards, privacy requirements, and relevant best practices.
• Build reports, dashboards, forecasts, and leadership updates that translate performance data into strategic insights.
• Lead and mentor supervisors, team leaders, and customer service staff while promoting accountability, empathy, performance, and continuous improvement.

Requirements

• A bachelor’s degree in Business Administration, Communications, Customer Service Management, Marketing, or a similar discipline.
• At least 5 years of experience in contact center management, call center operations, or customer service leadership.
• At least 2 years of experience managing large-scale or multi-channel support teams is preferred.
• Strong knowledge of contact center operations, workforce planning, CRM systems, customer journey improvement, and service delivery models.
• Hands-on experience with contact center platforms, telephony systems, CRM tools, Microsoft Office, reporting dashboards, and analytics tools.
• Exposure to AI-based customer support tools, omnichannel service strategies, quality assurance frameworks, and performance management methods is an advantage.
• Strong leadership, communication, analytical thinking, and problem-solving abilities.
• Excellent skills in stakeholder coordination, coaching, conflict handling, and team development.
• Ability to manage high customer volumes without sacrificing service quality or efficiency.
• Comfortable working independently in remote or hybrid settings.

What We Offer

• A competitive compensation package.
• Opportunities for professional growth in customer experience leadership.
• Exposure to advanced contact center technology, AI-enabled support, and digital transformation work.
• A flexible remote or hybrid working arrangement.
• A supportive environment built around service excellence, innovation, teamwork, and continuous improvement.
• The chance to lead customer experience operations that directly influence satisfaction and loyalty.
• Clear advancement paths into contact center leadership, customer experience management, operations leadership, and executive roles.

Additional Information

This is a full-time remote position based in the United Arab Emirates. The role is positioned at mid-level to senior-level responsibility.