Call Center Manager

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

Job summary

Masafi LLC, a leading company in the FMCG industry, is seeking a call center manager to lead customer service operations. This role demands strong leadership, exceptional communication skills, and a customer-focused approach. The successful candidate will be responsible for managing daily operations, motivating staff, and ensuring high-quality customer service.

Benefits

Exclusive gym

Indoor games area

Medical benefits

Discounts on all Masafi products

Wellness program

Qualifications

• 5+ years in customer service, 2+ years in a supervisory role.
• Fluency in Arabic and English.
• Strong organizational skills.

Responsibilities

• Manage daily operations of the call center.
• Lead and motivate team of call center agents.
• Resolve escalated customer issues.

Skills

Leadership

Problem Solving

Communication

Customer Focus

Job description

Your time to make ripples

We are for the restless achievers. For those who thirst for success and more. For those who never stop trying. We are Masafi. And if you have what it takes, we are ready to take the next step with you.

Things we believe in:

Inclusivity & diversity

We are an equal opportunity employer, and we believe diversity, gender balance and inclusion lead to success.

Our people

We believe passionate people propel us forward, build our culture and drive our spirit of innovation.

Hard work, integrity & ownership

We believe hard work trumps everything. And honesty and taking total responsibility are the pillars of everything we do.

A glimpse of your typical workday

• Manage the daily operations of the call center to ensure timely and professional handling of customer inquiries.
• Lead, coach, and motivate a team of call center agents to maintain high performance and quality service.
• Resolve escalated customer issues and provide effective solutions promptly.
• Monitor team performance and customer feedback to identify areas for improvement.
• Develop and implement processes that enhance efficiency and customer satisfaction.
• Collaborate with other departments to ensure smooth communication and resolution of customer concerns.
• Prepare and present regular reports on call center performance and customer service metrics.

What will make you stand out

• Minimum of 5 years’ experience in customer service roles, including at least 2 years in a supervisory or managerial position.
• Fluency in both Arabic and English, with strong verbal and written communication skills.
• Proven leadership skills with the ability to manage and inspire a team.
• Strong problem-solving skills and ability to handle challenging customer situations calmly.
• Experience working in FMCG or a fast-paced consumer environment is preferred.
• Excellent organizational skills with the ability to manage multiple tasks simultaneously.
• Customer-focused mindset with a commitment to delivering excellent service.

The joys:

Workspace: We mix work and play with an exclusive gym and an inspiration zone filled with indoor games, library, bean bags and of course, piping hot coffee.

Game-changing leadership: We mentor and hone future leaders through agile, dynamic and people-focused training.

Enriching rewards: Besides bench-marking industry remuneration, we offer medical benefits and discounts on all Masafi products.

Focus on wellness: We not only insist on a great work-life balance but also accompany it with a lovely wellness program.

Our story

Masafi was born in the Hajar Mountains in the United Arab Emirates. And ever since, we’ve left a mark across the region and the world.

Back in 1976, Masafi was the first naturally sourced drinking water in the UAE. Today, our portfolio consists of the finest range of pure naturally sourced water, juices, tissue papers and anti-bacterial essentials.

While we have been the market leader for over 4 decades, we never take anything for granted. Every day, we work harder to deliver the finest products that are good for people and the planet too.

We are an equal opportunity employer. Inclusivity, diversity and gender balance are the cornerstones of our business just like, wellness, mindfulness and a healthy work-life balance.

Interested in growing your career with us? Take a look at some of our current openings. We can’t wait to hear from you.