Bilingual CS Center Manager — High-Volume Support

Confidential Jobs; Dubai; On-site; AED 360,000 - 480,000; Full time

Job summary

Confidential Jobs in Dubai seeks a Customer Service Center Manager to lead day-to-day operations of a high-volume customer service center, handling walk-in and telephone channels. You will supervise frontline agents, monitor KPIs, and ensure timely resolution while upholding service standards.

The ideal candidate has 5–8+ years in customer service or contact center roles, strong leadership, and fluency in Arabic and English. UAE-based candidates are preferred for this role.

Qualifications

• 5–8+ years of experience in Customer Service, Customer Experience or related operations.
• Experience as a Team Leader, Supervisor, Manager or Center/Branch Operations Lead.
• Strong exposure to walk-in customer service and/or contact center operations.
• Experience monitoring KPIs, SLAs, turnaround times, service quality and team performance.
• Fluent Arabic and English communication skills are essential.

Responsibilities

• Manage daily operations of the customer service center and ensure smooth delivery of multiple services.
• Lead, supervise and support frontline Customer Service Agents handling walk-in customers and calls.
• Monitor team performance, productivity, service quality and adherence to service standards.
• Oversee inquiries, complaints, requests and service cases from receipt through resolution and closure.
• Ensure cases are logged, tracked, followed up and closed within agreed timelines.

Skills

Team leadership

Frontline service

Stakeholder coordination

Escalation management

High-volume operations

Arabic-English fluency

Job description

Confidential Jobs in Dubai seeks a Customer Service Center Manager to lead day-to-day operations of a high-volume customer service center, handling walk-in and telephone channels. You will supervise frontline agents, monitor KPIs, and ensure timely resolution while upholding service standards.

The ideal candidate has 5–8+ years in customer service or contact center roles, strong leadership, and fluency in Arabic and English. UAE-based candidates are preferred for this role.