Call Centre Leader: Drive Sales, Retention & Happiness

Adecco Holding Emirates B.V. (Dubai Branch); Dubai; On-site; AED 180,000 - 360,000; Full time

Job summary

Adecco Holding Emirates B.V. (Dubai Branch) seeks an experienced Call Centre Manager to lead a multi-functional call centre in Dubai.

The team comprises about 12 agents covering Sales, Retention, Cancellations and Customer Happiness, with a focus on performance, efficiency and customer satisfaction while achieving KPIs. The role requires hands-on leadership, coaching, and a focus on improving processes, team engagement and cross-functional collaboration to deliver seamless customer journeys in a

Qualifications

• Bachelor's degree in Business Administration, Management, or related field.
• 8+ years in Call Centre Operations, with at least 3+ years in a managerial role.
• Proven experience managing customer service and sales teams with multiple functions.
• Strong leadership and people management skills.
• Hands-on management style with understanding of day-to-day call centre operations.
• Excellent problem-solving and decision-making abilities.
• Strong analytical skills using call centre reports and KPIs.
• Outstanding communication, interpersonal, and conflict resolution skills.
• Confident, assertive, and able to manage pressure.
• Highly organized, proactive, and adaptable; proficient in Excel and CRM.

Responsibilities

• Lead and manage the daily operations of the call centre across multiple functions.
• Monitor performance against KPIs such as conversions, retention, response times and satisfaction.
• Provide coaching, mentoring and performance feedback to maximise development and engagement.
• Work with team leaders to understand challenges and implement effective solutions.
• Analyze reports and data to identify trends and areas for improvement.
• Develop strategies to improve efficiency, experience and productivity.
• Ensure adherence to policies, service standards and communication quality.
• Handle escalated concerns professionally and implement preventive measures.
• Conduct regular meetings, performance reviews and training sessions.
• Collaborate with other departments to improve processes and journeys for customers.

Skills

Leadership

People management

Customer service

Analytical skills

Microsoft Excel

CRM

Education

Bachelor's degree in Business Administration or Management

Tools

CRM systems

Microsoft Excel

Job description

Adecco Holding Emirates B.V. (Dubai Branch) seeks an experienced Call Centre Manager to lead a multi-functional call centre in Dubai.

The team comprises about 12 agents covering Sales, Retention, Cancellations and Customer Happiness, with a focus on performance, efficiency and customer satisfaction while achieving KPIs. The role requires hands-on leadership, coaching, and a focus on improving processes, team engagement and cross-functional collaboration to deliver seamless customer journeys in a