Community Operations Manager

Anydrive; Dubai Emirate; On-site; AED 220,000 - 320,000; Full time

Job summary

Anydrive in Dubai is seeking a Community Operations Manager to lead multi‑channel customer interactions and drive a best‑in‑class contact centre. You will shape strategy, manage performance, and collaborate with cross‑functional teams to improve customer experience.

You will oversee recruitment, training, resource planning, and continuous improvement initiatives across phone, email, web, and messaging channels to deliver high satisfaction and cost efficiencies.

Qualifications

• Experience leading multi-channel contact centres and teams.
• Proven ability to translate customer insights into service improvements.
• Strong planning, forecasting and KPI management skills.

Responsibilities

• The role includes line responsibility for all contact centre teams (in-house and outsource).
• Manage day-to-day performance to deliver best-in-class service and meet KPIs within budget.
• Set strategy for development of contact centres and stay updated on best practices and technologies.
• Lead and coordinate the contact center management team to motivate colleagues.
• Own end-to-end customer contact processes and drive improvements across the customer experience.
• Oversee recruitment, training, induction and coaching strategies for contact centres.
• Define contact centre roles, shifts and candidate profiles.
• Lead resource planning to ensure demand is covered.
• Apply best practices and continuous improvement plans based on insights.
• Develop plans for use of new tools/telephony/CRM to optimise operations.
• Be the voice of the customer and drive changes across projects.
• Deliver cost efficiencies and improve customer satisfaction.
• Enhance quality of interactions with QA and compliance.

Skills

Team leadership

Strategic communication

Customer service

Forecasting

Resource planning

Telephony systems

CRM

KPI management

Process improvement

Tools

Telephony

CRM

Job description

Lead strategic communication initiatives, engaging and connecting with our community. Drive impactful campaigns, manage social

The Community Operations Manager would be expected to shape the future of a contact centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Web/Live/What’s up/Telegram Chat, Video, Social, Correspondence.
The Community Operations Manager will ensure that customers receive a friendly, professional and consistently high quality service helping to resolve various queries.

Responsabilities

• The role includes line responsibility for all third, second, or first line contact center teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team;
• Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget;
• Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service;
• Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues;
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints;
• Responsible for the recruitment, training, induction and coaching strategy across the contact centers;
• Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation;
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered;
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight;
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM to create a cost effective operation consistently achieving contact handling SLAs;
• Act as the voice of the customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience;
• Deliver cost efficiencies and increased in customer satisfaction scores;
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.