B2B Customer Care Operations Leader – Enterprise & SMB

eMinds; Dubai; On-site; AED 194,000 - 238,000; Full time

Job summary

eMinds in the UAE seeks a Customer Care Operations Manager to lead the Enterprise & SMB care teams, overseeing multi-channel interactions and ensuring service levels. You will manage Team Leaders and Senior Analysts, align with cross-functional partners, and drive continuous improvement in customer experience.

The role emphasizes governance, KPI attainment, and end-to-end operations, including staffing, incident escalation, and process optimization to sustain high-quality service delivery for

Qualifications

• Proven experience in Customer Care Operations, Contact Center Operations, or B2B service.
• Experience leading Team Leaders, Supervisors, and Senior Analysts.
• Strong knowledge of contact center KPIs, queue, and escalation management.

Responsibilities

• Lead end-to-end daily operations of Enterprise & SMB Customer Care / Contact Center.
• Oversee multi-channel interactions: calls, emails, chat, WhatsApp, and escalations.
• Coach and manage Team Leaders and Senior Analysts for performance and development.
• Monitor SLAs, KPIs, queue performance, and customer experience metrics.
• Drive incident resolution for high-priority or executive issues; governance adherence.
• Collaborate with Product, Technology, Service Delivery, and other functions.

Skills

Leadership & Team Management

Multi-Channel Support

KPIs & SLAs

Stakeholder Management

Process Governance

Operational Excellence

Enterprise & SMB Experience

B2B Customer Care

Job description

eMinds in the UAE seeks a Customer Care Operations Manager to lead the Enterprise & SMB care teams, overseeing multi-channel interactions and ensuring service levels. You will manage Team Leaders and Senior Analysts, align with cross-functional partners, and drive continuous improvement in customer experience.

The role emphasizes governance, KPI attainment, and end-to-end operations, including staffing, incident escalation, and process optimization to sustain high-quality service delivery for