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About the Company

The organization is centered on customer experience and is committed to delivering strong service through well-run, responsive, and efficient contact center operations. Its teams work together across customer service, operations, sales, marketing, training, technology, and leadership to keep communication smooth, customer satisfaction high, and service quality continuously improving.

Role Overview

This position is for an experienced call center leader who can direct, refine, and scale contact center operations while maintaining excellent service standards. The role focuses on improving team performance, managing customer service processes, and strengthening the customer experience across all communication channels.

Key Responsibilities

Create and roll out call center plans that support customer experience goals, service standards, and wider business objectives.
Manage day-to-day operations across inbound calls, outbound calls, chat, email, and other omni-channel support activities.
Handle workforce planning, staffing, scheduling, and productivity improvements to help meet service targets.
Track and review performance measures such as average handling time, first call resolution, customer satisfaction, net promoter score, service level compliance, and call quality.
Train, coach, and develop agents, supervisors, and team leaders to raise capability and performance.
Study call records, customer feedback, and operational reports to spot trends, service issues, and areas for improvement.
Set up quality assurance practices, call monitoring processes, and performance review systems.
Work closely with IT, CRM, operations, sales, and marketing teams to improve the customer journey and support system efficiency.
Manage escalations, difficult customer cases, and service recovery activities.
Improve the use of call center tools such as CRM systems, telephony, IVR, and workforce management software.
Ensure adherence to company policies, customer service standards, and data protection requirements.
Prepare reports, dashboards, and strategic insights for senior management.
Lead and mentor supervisors, team leaders, and customer service staff while encouraging accountability, empathy, and strong performance.

Requirements

Bachelor's degree in Business Administration, Communications, Customer Service Management, Marketing, or a similar discipline.
At least 5 years of experience in call center management, customer service operations, or contact center leadership.
Minimum 2 years of experience leading call center teams or multi-channel customer support operations is preferred.
Solid understanding of call center workflows, workforce management, CRM systems, and customer experience practices.
Hands-on exposure to call center platforms, telephony tools, CRM software, Microsoft Office, and reporting dashboards.
Knowledge of KPI tracking, quality assurance methods, and customer experience frameworks is an advantage.
Strong leadership, communication, analytical, and problem-solving abilities.
Good stakeholder management, coaching, and team development skills.
Comfortable handling large volumes of customer interactions while maintaining quality and efficiency.
Able to work independently in a remote or hybrid operating setup.

What We Offer

Competitive compensation package.
Opportunities for professional growth in customer experience leadership.
Exposure to advanced contact center technologies and transformation projects.
Flexible remote or hybrid working setup.
A supportive workplace culture built on service excellence, collaboration, and continuous improvement.
The chance to oversee high-impact customer service operations and influence customer experience strategy.
Clear growth paths across customer service, contact center leadership, operations management, and executive roles.

Additional Information

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

Call Center Manager