CRM Operations Manager

PSI Real Estate; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Property Shop Investment (PSI) seeks an Operations Manager to oversee all sales support, CRM systems, call center, and lead management. The role ensures seamless coordination between sales, marketing, tech, and customer support, while supervising platforms and tools used company-wide.

You will drive efficiency, lead quality, and system reliability by training new joiners, maintaining data integrity, and coordinating cross-functional teams to achieve targets.

Qualifications

• Bachelor’s degree required.
• Real estate experience is mandatory.
• 5–7 years in operations with 2–3 years in a managerial role.
• Experience coordinating cross-functional platforms with tech teams is a plus.
• Strong leadership and team management abilities.
• CRM systems and lead management tools (My Leads, Convolo, Brightcall) proficiency required.
• Attention to detail, process orientation, and analytical thinking.
• Excellent English communication (oral and written).
• Proficiency in Microsoft Office Suite and reporting tools.

Responsibilities

• Oversee daily activities of the Operations team (CRM coordinators, lead owners, call center staff).
• Supervise lead management systems and ensure effective usage of My Leads, Convolo, Brightcall.
• Oversee call center operations, ensuring quality and proper routing to sales teams.
• Coordinate lead rotation schedules and timely distribution by availability and performance.
• Coordinate with Sales Managers on lead feedback, campaigns, and optimization opportunities.
• Liaise with Marketing and Web Development to integrate website leads into CRM.
• Deliver CRM training for new joiners on tracking, follow-up, and reporting.
• Monitor CRM data accuracy and identify gaps in input or system flow.
• Open and manage technical tickets, coordinating with the Acceleration Team in Jordan for resolution.
• Escalate recurring problems to top management with actionable summaries.
• Generate regular reports on operational performance, lead movement, system usage, and call center productivity.
• Support cross-functional collaboration between Sales, Marketing, IT, and HR for alignment.
• Ensure compliance with internal processes and timelines, addressing bottlenecks proactively.

Skills

Leadership

Communication

Problem-solving

Time management

Analytical thinking

Education

Bachelor’s degree in Business Administration or Operations Management

Tools

My Leads

Convolo

Brightcall

Job description

Company Description Property Shop Investment (PSI) was established in 2007 and is recognized as the No. 1 and largest private real estate company in Abu Dhabi & Dubai. With a dedication to sustainable performance and dynamic growth, PSI has developed a prominent brand in the UAE Real Estate Market. Known as a platinum Real Estate Company, PSI aims for the highest achievements and provides a wide range of Real Estate Services to exceed expectations and inspire people. We are committed to delivering a hassle-free Real Estate experience while governing our path towards continuous success.

Role Description-To oversee and manage all operational functions related to sales support, CRM systems, call center, and lead management. The Operations Manager ensures seamless coordination between sales, marketing, tech, and customer support, while supervising platforms and tools used across the company. This role plays a critical part in ensuring efficiency, lead quality, and system reliability.

RESPONSIBILITIES

• Manage and oversee the daily activities of the Operations team, including CRM coordinators, lead owners, and call center staff.
• Supervise and ensure optimal use of all lead management systems, including “My Leads,” Convolo, Brightcall, and other integrated platforms.
• Oversee call center operations, ensuring quality, responsiveness, and proper call routing to sales teams.
• Coordinate the lead rotation schedules among agents and ensure fair, timely distribution in line with availability and performance.
• Follow up with Sales Managers on lead feedback, campaign performance, and opportunities for optimization.
• Liaise with the Marketing and Web Development teams to ensure proper integration of website generated leads into CRM and sales systems.
• Deliver CRM system training for all new joiners, ensuring they understand lead tracking, follow-up processes, and reporting protocols.
• Monitor the accuracy and completeness of CRM data, proactively identifying gaps or irregularities in agent input or system flow.
• Open and manage support tickets for technical bugs or issues, coordinating directly with the Acceleration Team in Jordan for timely resolution.
• Escalate recurring problems, user complaints, or system concerns to top management with actionable summaries and proposed solutions.
• Generate regular reports on operational performance, lead movement, system usage, and call center productivity.
• Support cross-functional collaboration between Sales, Marketing, IT, and HR to ensure operational alignment and smooth user experience.
• Ensure compliance with internal processes and timelines, identifying operational risks and addressing bottlenecks proactively.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• Previous Real Estate experience is mandatory.
• Minimum 5–7 years of experience in operations, with at least 2–3 years in a managerial role.
• Experience in managing cross-functional platforms and coordinating with tech teams is an advantage.
• Strong leadership and team management abilities.
• Excellent knowledge of CRM systems and lead management tools (e.g., My Leads, Convolo, Brightcall).
• High attention to detail, process orientation, and analytical thinking.
• Strong interpersonal and communication skills.
• Problem-solving mindset with the ability to manage time-sensitive escalations effectively.
• Proficiency in Microsoft Office Suite and reporting tools.
• Must have a good command of the English language, strong oral and written communication skills.