Call Center Manager

Confidential; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading call center organization in the UAE is seeking an experienced Call Centre Manager to oversee inbound and outbound operations. The role focuses on optimizing customer experience, driving sales, and leading a high-performing team. Ideal candidates will have 5–8+ years of experience in contact center management, particularly in E-commerce or FMCG sectors, along with strong leadership and communication skills. This position offers competitive compensation.

Qualifications

• 5–8+ years of experience in Call Centre / Contact Centre Management.
• Strong exposure to both inbound and outbound call center operations.
• Proven experience managing large teams and multiple shifts.

Responsibilities

• Oversee daily call centre operations including customer service and order support.
• Drive a customer-first culture and monitor call quality.
• Lead outbound campaigns for promotions and customer retention.

Skills

Leadership

Customer service

Sales performance improvement

Team development

Communication

Education

Bachelor’s degree in Business or Management

Tools

CRM systems

Job description

We are looking for an experienced Call Centre Manager to lead and manage our inbound and outbound contact center operations. The role will focus on delivering exceptional customer experience, driving sales through outbound activities, optimizing processes, and leading a high-performing team.

Key Responsibilities

Operations Management

• Oversee daily inbound and outbound call centre operations (customer service, order support, complaints, telesales, follow-ups).
• Ensure SLAs, KPIs, and service quality standards are consistently met or exceeded.
• Manage peak volumes, workforce planning, and shift rostering.

Customer Experience

• Drive a customer-first culture, ensuring timely resolution of queries and complaints.
• Monitor call quality, customer feedback, and CSAT scores; implement continuous improvements.

Sales & Revenue Support (Outbound)

• Lead outbound campaigns for promotions, cross-sell, upsell, and customer retention.
• Track conversion rates and productivity; implement strategies to improve sales performance.
• Work closely with Marketing and E-commerce teams on campaign execution.

Team Leadership

• Recruit, train, coach, and develop team leaders and agents.
• Conduct regular performance reviews, call audits, and feedback sessions.
• Build engagement, reduce attrition, and maintain high morale within the team.

Reporting & Process Improvement

• Prepare and present daily/weekly/monthly performance reports.
• Analyze call trends, customer insights, and operational gaps.
• Drive automation, CRM optimization, and process efficiencies where possible.

Compliance & Controls

• Ensure compliance with company policies, data privacy, and customer service standards.
• Maintain documentation, SOPs, and escalation frameworks.

Key Requirements

• Bachelor’s degree in Business, Management, or a related field.
• 5–8+ years of experience in Call Centre / Contact Centre Management, preferably within E-commerce or FMCG.
• Strong exposure to b​oth inbound and outbound call center operations.
• Proven experience managing large teams and multiple shifts.
• Strong understanding of KPIs, SLAs, CSAT, AHT, conversion metrics, and call quality frameworks.
• Hands-on experience with CRM and contact center systems.
• Excellent leadership, communication, and stakeholder-management skills.
• Ability to thrive in a fast-paced, high-volume environment.