Call Centre Manager

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

Job Summary

We are seeking an experienced and dynamic Call Centre Manager to lead and oversee our multi-functional call centre operations. The team consists of approximately 12 agents handling Sales Student Retention Cancellations Customer Happiness and other customer support functions. The ideal candidate is a strong people leader who is hands-on results-driven and capable of improving team performance operational efficiency and customer satisfaction while ensuring all departmental KPIs are consistently achieved.

Key Responsibilities

Lead coach and manage the daily operations of the call centre across multiple functions including Sales Retention Cancellations and Customer Happiness Monitor individual and team performance against KPIs such as conversions retention rates response times customer satisfaction and productivity Provide ongoing coaching mentoring and performance feedback to maximize employee development and engagement Work closely with team leaders and agents to understand daily operational challenges and implement effective solutions Analyze reports call metrics and performance data to identify trends and areas for improvement Develop strategies to improve operational efficiency customer experience and overall team productivity Ensure consistent adherence to company policies service standards and communication quality Handle escalated customer concerns professionally and implement preventive measures to reduce recurring issues Conduct regular team meetings performance reviews and training sessions Collaborate with other departments to improve processes and ensure seamless customer journeys Foster a positive accountable and high-performance work environment

Qualifications

Bachelor's degree in Business Administration, Management, or a related field. 8+ years of experience 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 with the ability to motivate and develop teams. Hands-on management style with a thorough understanding of day-to-day call centre operations. Excellent problem-solving and decision-making abilities. Strong analytical skills with experience using call centre reports and KPIs to drive performance. Outstanding communication, interpersonal, and conflict resolution skills. Confident, assertive personality with the ability to manage pressure and drive results. Highly organized, proactive, and adaptable in a fast-paced environment. Proficiency in Microsoft Excel and CRM/Call Centre management systems is an advantage.

Preferred Profile

Female candidate preferred. Open to all nationalities. Strong leadership presence with a results-oriented mindset. Passionate about delivering exceptional customer service while driving business performance. Experience managing teams across Sales, Customer Service, Retention, or similar customer-facing functions is highly desirable.