Contact Centre Manager

Confidential Company

Employer Active

Posted 37 min ago

Experience

8 - 15 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Any Graduation

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities


We are seeking a dynamic and experienced Call Centre Head to lead our customer service operations. The ideal candidate will be responsible for managing the entire call centre, ensuring operational efficiency, driving customer satisfaction, and leading a team of managers and agents.


Key Responsibilities:


  • Oversee daily operations of the call centre, ensuring smooth workflow and achievement of KPIs.
  • Develop and implement strategies to improve productivity, efficiency, and customer experience.
  • Monitor performance metrics and prepare reports for senior management.
  • Recruit, train, and mentor call centre managers and staff.
  • Ensure adherence to quality standards, processes, and regulatory compliance.
  • Drive initiatives for employee engagement, retention, and motivation.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with other departments to align customer service strategies with business goals.

Desired Candidate Profile


  • Bachelor’s degree in Business Administration, Management, or related field (MBA preferred).
  • Proven experience in managing large-scale call centre operations.
  • Experience: 8–12 years (with at least 5 years in a managerial role)
  • Strong leadership, team management, and interpersonal skills.
  • Excellent communication and problem-solving abilities.
  • Ability to analyze data and implement actionable insights.
  • Knowledge of CRM and call centre technologies.

Key Competencies:


  • Strategic thinking and planning
  • Customer-focused mindset
  • Strong decision-making and analytical skills
  • Ability to work under pressure and meet targets

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Confidential Company