Account Manager - Operations (BPO)

Nchitonet Recruitment; Abu Dhabi, Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the UAE is seeking a dynamic Account Manager - Operations to lead a large-scale BPO operation. The ideal candidate will have a strong understanding of BPO KPIs and operational efficiency, with exceptional leadership and communication skills. This role offers competitive compensation and opportunities for career growth.

Benefits

Competitive compensation

Opportunities for career growth

Qualifications

• Experience in BPO operations with 2-5 years in a managerial role.
• Strong understanding of BPO KPIs and operational efficiency.
• Exceptional leadership and analytical skills required.

Responsibilities

• Oversee large-scale BPO operations and optimize processes.
• Track and enhance BPO-specific KPIs.
• Lead and develop a 100+ person workforce.

Skills

Multilingual Communication

Cultural Awareness

Technical Proficiency

Performance Analytics

Leadership & People Management

Networking & Relationship Building

Education

Bachelor’s degree in Business Administration, Operations Management, or a related field

Tools

CRM systems

Cloud-based contact centers

Omnichannel communication tools

Job description

Bachelor of Commerce, Bachelor of Business Administration, Bachelor of Arts

Nationality

Any Arab National, Any Anglophone National

Vacancy

1 Vacancy

Job Description

Job Title: Account Manager - Operations (BPO)

Location: United Arab Emirates

Experience: 2-5 Years

Language Requirements: English (C6+), Arabic (Preferred)

Job Summary

We are seeking a dynamic and results-driven Account Manager - Operations to lead a large-scale BPO operation with a workforce of 100+ employees.

The ideal candidate will have a strong understanding of BPO KPIs, service delivery, regulatory compliance, and operational efficiency in the UAE market. This role requires exceptional leadership, communication, and analytical skills to drive operational success and ensure client satisfaction.

Key Responsibilities

• Operational Leadership: Oversee large-scale BPO operations, optimizing processes for peak efficiency.
• KPI & Performance Management: Track and enhance BPO-specific KPIs such as CSAT, AHT, FCR, SLA adherence, and quality scores.
• Team Management: Lead, mentor, and develop a 100+ person workforce, ensuring high engagement and productivity.
• Client Relationship Management: Serve as the primary liaison for clients, ensuring service excellence and alignment with business objectives.
• Compliance & UAE Regulatory Knowledge: Ensure adherence to UAE labor laws, data protection regulations, and local industry standards.
• Process Improvement & Automation: Identify and implement AI-driven automation and workflow enhancements for efficiency gains.
• Financial Acumen: Manage cost optimization, billing models, and budget adherence in large-scale operations.
• Crisis Management & Conflict Resolution: Handle escalations, service recovery, and reputation management effectively.
• Reporting & Analytics: Provide data-driven insights for strategic decision-making and continuous improvement.
• Stakeholder Collaboration: Work closely with internal teams, clients, and vendors to drive seamless operations.

Required Skills

• Multilingual Communication: Strong English (C6+), Arabic preferred for client interactions.
• Cultural Awareness: Understanding of Middle Eastern business etiquette and customer service expectations.
• Technical Proficiency: Experience with CRM systems, cloud-based contact centers, and omnichannel communication tools.
• Performance Analytics: Ability to interpret data, generate reports, and optimize operations.
• Leadership & People Management: Proven ability to manage, motivate, and develop large teams.
• Networking & Relationship Building: Strong stakeholder management with local and international clients.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Certifications in BPO operations, Six Sigma, or process improvement methodologies.

Why Join Us?

• Lead a large-scale BPO team in a dynamic and fast-growing market.
• Work with global clients and cutting-edge technologies in the industry.
• Competitive compensation and opportunities for career growth in the UAE.

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Nchitonet Recruitment, a Zambian HR and tech consulting firm, is establishing its operations in the UAE to offer tailored recruitment and outsourcing solutions. This expansion marks a strategic move to serve a global market and support businesses with innovative, data-driven workforce solutions across Africa and the Gulf region.