Call Center Team Manager

HUMAN-AI-Z Nexus Technology; Dubai; On-site; AED 167,000 - 234,000; Full time

Job summary

i SON Xperiences in Dubai is seeking a Call Center Team Manager – Fintech to lead a customer support team on-site. You will drive service quality and KPI attainment while ensuring a positive customer experience.

Responsibilities include monitoring KPIs, coaching staff, handling escalations, and coordinating workflow to meet SLAs. Strong analytical, communication, and fintech domain knowledge are essential, with experience in CRM and call center technologies and fluent English.

Qualifications

• Strong customer-focused skills, including Customer Service Management, Customer Support, and a commitment to Customer Satisfaction.
• Excellent Communication skills, with the ability to interact clearly and professionally with customers, teams, and stakeholders.
• Solid Analytical Skills to interpret performance data, identify trends, and recommend operational improvements.
• Proven experience managing call center or customer service teams, preferably within fintech or financial services.
• Ability to lead, motivate, and develop diverse teams in a fast-paced, metric-driven environment.
• Proficiency with call center technologies, CRM systems, and basic reporting tools.
• Relevant academic background in Business, Finance, Management, or a related field is an advantage.
• Fluency in English; additional regional languages are a plus.

Responsibilities

• Oversee daily call center operations to ensure service levels.
• Monitor performance metrics and coach team members.
• Handle escalations and coordinate workflow.
• Analyze customer interaction data and prepare reports.
• Collaborate with internal and client stakeholders to enhance customer experience.

Skills

Customer Service Management

Customer Support

Communication Skills

Analytical Skills

Leadership & Coaching

Escalation Handling

English Fluency

Education

Bachelor's degree in Business, Finance or related field

Tools

CRM systems

Call center software

Reporting tools

Job description

Company Description i SON Xperiences is a customer experience and AI solutions provider that blends advanced technology with human-centered service. The company focuses on transforming businesses through AI-powered customer engagement that enhances efficiency and delivers seamless interactions. As pioneers in this space, i SON Xperiences enables organizations to scale intelligently, optimize operations, and deepen customer relationships beyond traditional automation. Team members join a forward-looking environment where innovation, empathy, and technology work together to shape the future of customer experience.

Role Description

The Call Center Team Manager – Fintech is a full-time, on-site role based in Dubai, responsible for leading a customer support team that serves fintech clients. The role involves overseeing daily call center operations, monitoring performance metrics, and ensuring high levels of customer satisfaction and service quality. The manager will supervise and coach team members, handle escalations, and coordinate workflow to meet service level agreements. Additional responsibilities include analyzing customer interaction data, preparing reports, implementing process improvements, and collaborating with internal and client stakeholders to enhance the overall customer experience.

Qualifications

• Strong customer-focused skills, including Customer Service Management, Customer Support, and a commitment to Customer Satisfaction.
• Excellent Communication skills, with the ability to interact clearly and professionally with customers, teams, and stakeholders.
• Solid Analytical Skills to interpret performance data, identify trends, and recommend operational improvements.
• Proven experience managing call center or customer service teams, preferably within fintech or financial services.
• Ability to lead, motivate, and develop diverse teams in a fast-paced, metric-driven environment.
• Proficiency with call center technologies, CRM systems, and basic reporting tools.
• Relevant academic background in Business, Finance, Management, or a related field is an advantage.
• Fluency in English; additional regional languages are a plus.