Contact Center Supervisor – Community Management

Careers at UAE; Dubai; On-site; AED 134,000 - 246,000; Full time

Job summary

Careers at UAE is seeking a Contact Center Supervisor to lead our community management team in Dubai. The role focuses on overseeing resident inquiries, ensuring swift, high-quality service and active community engagement.

The ideal candidate has 2–4 years in supervision within a contact center, strong leadership, and excellent communication skills, with familiarity in CRM systems and related tools to optimize performance.

Qualifications

• Experience in community management is essential.
• Minimum 2–4 years in a supervisory role within a contact center or customer service environment.
• Strong leadership and problem-solving skills.
• Excellent verbal and written communication abilities.
• Familiarity with CRM and contact center tools.
• Ability to handle high-pressure situations and manage multiple tasks efficiently.

Responsibilities

• Supervise day-to-day operations of the contact center team managing community and resident inquiries.
• Ensure timely and professional handling of service requests, complaints, and general communication.
• Act as the point of escalation for unresolved or complex issues.
• Track and evaluate team performance, provide coaching, and support continuous improvement initiatives.
• Coordinate with the client’s internal departments (e.g., facilities, property management, communications) to ensure effective service delivery.
• Maintain a strong understanding of the client’s community policies, services, and expectations.
• Prepare and present regular reports on contact center activity and community feedback.
• Support training and onboarding of new team members with a focus on community engagement.

Skills

Community management

Leadership

Communication

CRM tools

Supervision

Tools

CRM software

Contact center tools

Job description

Contact Center Supervisor – Community Management

About the Role

On behalf of our client, we are seeking a skilled and experienced Contact Center Supervisor with a strong background in community management. The successful candidate will oversee a team responsible for handling resident or community-related inquiries, ensuring high levels of service quality, responsiveness, and community engagement.

This is a fantastic opportunity to join a dynamic environment where communication, leadership, and a passion for community-focused service are key.

Key Responsibilities

• Supervise day-to-day operations of the contact center team managing community and resident inquiries.
• Ensure timely and professional handling of service requests, complaints, and general communication.
• Act as the point of escalation for unresolved or complex issues.
• Track and evaluate team performance, provide coaching, and support continuous improvement initiatives.
• Coordinate with the client’s internal departments (e.g., facilities, property management, communications) to ensure effective service delivery.
• Maintain a strong understanding of the client’s community policies, services, and expectations.
• Prepare and present regular reports on contact center activity and community feedback.
• Support training and onboarding of new team members with a focus on community engagement.

Candidate Profile

• Experience in community management is essential (e.g., residential, real estate, facilities, or related sectors).
• Minimum 2–4 years in a supervisory role within a contact center or customer service environment.
• Strong leadership and problem-solving skills.
• Excellent verbal and written communication abilities.
• Familiarity with CRM and contact center tools.
• Ability to handle high-pressure situations and manage multiple tasks efficiently.