Contact Center Senior Manager

Confidential Jobs; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading recruitment firm is looking for a Contact Center Senior Manager to lead customer service operations in Abu Dhabi. This role focuses on ensuring high-quality support, driving operational efficiency, and fostering a motivated team. The ideal candidate has a Bachelor's degree and over 5 years in customer service leadership, strong analytical and communication skills, and familiarity with contact center tools. Fluency in English is required; Arabic is an advantage.

Qualifications

• Minimum 5 years in a contact center or customer service leadership role.
• Strong experience managing large teams in a fast-paced, customer-focused environment.
• Certification in contact center operations (COPC, Six Sigma, etc.) is a plus.

Responsibilities

• Oversee day-to-day contact center operations and ensure KPIs are achieved.
• Lead, coach, and develop a team of managers and agents.
• Drive customer satisfaction across all communication channels.
• Analyze performance data and prepare operational reports.
• Implement new technologies to enhance efficiency.

Skills

Customer service leadership

Team management

Analytical skills

Stakeholder management

Communication skills

Contact center tools familiarity

Fluency in English

Arabic language proficiency

Education

Bachelor’s degree in Business Administration or related field

Tools

Genesys

CRM systems

Job description

Role Summary

The Contact Center Senior Manager leads all customer service operations, ensuring seamless, high-quality support across multiple communication channels. This role focuses on delivering exceptional customer experiences, optimizing performance, and driving operational efficiency while fostering a motivated and high-performing team.

Key Responsibilities

Leadership & Operations

• Oversee day-to-day contact center operations, ensuring KPIs and SLAs are consistently achieved.
• Lead, coach, and develop a team of managers and agents to maintain high service standards.
• Manage escalations effectively and ensure prompt resolution of complex issues.
• Continuously improve processes, technology, and people performance.

Customer Experience

• Drive customer satisfaction and service excellence across all channels (calls, chat, email, social).
• Monitor and improve key metrics such as CSAT, quality, and response time.
• Implement proactive feedback and complaint management processes.

Performance & Reporting

• Analyze performance data and prepare regular operational reports for management.
• Use insights to identify improvement areas and ensure data-driven decision-making.
• Collaborate with internal teams to meet client goals and optimize resource planning.

Stakeholder & Employee Engagement

• Act as a main contact for internal and external partners, ensuring smooth coordination.
• Build vendor relationships and ensure service compliance.
• Promote a positive, engaging work culture that supports employee growth and satisfaction.

Innovation & Improvement

• Implement new technologies and automation to enhance efficiency and service delivery.
• Lead continuous improvement initiatives to boost productivity and customer experience.

Qualifications & Skills

• Bachelor’s degree in Business Administration or related field.
• Minimum 5 years in a contact center or customer service leadership role.
• Strong experience managing large teams in a fast-paced, customer-focused environment.
• Excellent analytical, communication, and stakeholder management skills.
• Familiarity with contact center tools and platforms (e.g., Genesys, CRM systems).
• Certification in contact center operations (COPC, Six Sigma, etc.) is a plus.
• Fluency in English; Arabic is an advantage.