Manager, Call Center

Job Summary

We are looking for a call center manager to guide the Contact Centre team in improving customer service and production through a consistently strong customer experience. This role also supports the Contact Centre Head in making sure service standards, SOPs, and departmental objectives are followed.

What You Will Do

• Oversee inbound and outbound contact centre activities by creating, applying, and refining workflows, procedures, and task ownership.
• Improve customer satisfaction by resolving queries and complaints quickly, strengthening customer relationships, and tracking key performance indicators closely.
• Build team capability through training and coaching so that product knowledge remains high and call handling, sales, and conversion performance improve.
• Keep team members informed about process updates, new product launches, and system changes.
• Make sure call centre rules, underwriting requirements, and operating procedures are followed consistently.
• Own direct sales performance for the consumer line of business.
• Maintain high call quality through regular guidance, buddy training, and call monitoring.
• Define performance targets and monitor speed, efficiency, sales, and quality metrics.
• Handle the day-to-day operation of the call centre, including equipment sourcing, resource planning, and strategy implementation.
• Listen to random calls to improve quality, reduce mistakes, and assess agent performance.
• Plan staffing, shift patterns, and headcount based on expected demand.
• Review and analyze weekly and monthly results against budget expectations.
• Manage complaints and ensure compliance with DHA/HADD complaint-handling laws.
• Support team growth through regular reviews, mentoring, counseling, and feedback.

Key Performance Indicators

• Call centre abandoned rate
• GPW production
• Team product knowledge
• Team quality scores
• Service excellence and complaint management
• Team data capture and accuracy
• MIS and reporting
• Initiative

Requirements

• Prior experience in a call center manager role or a closely related leadership position.
• Strong understanding of customer service metrics and performance evaluation methods.
• Good grasp of reporting and budgeting processes.
• Ability to carry out basic financial analysis, including cost-effectiveness and cost-benefit evaluation.
• Comfortable using MS Office and call centre tools/software.
• Excellent communication and interpersonal abilities.
• Strong leadership, organization, and problem-solving skills.
• A calm, positive, and patient approach.
• Professional certification such as CCCM or a similar qualification is an advantage.
• Minimum of 5 years of experience in the insurance or finance industry.
• Minimum of 5 years of experience in a call center or customer service team lead role.

Education

A bachelor’s degree in any discipline is required.

Additional Information

This is a full-time onsite position based in Dubai, United Arab Emirates.