Customer Care (Call Centre) Officer

Talents Tide; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A government agency in Dubai is seeking an experienced Call Center Officer/Supervisor (Emirati) to oversee the operations of two customer service centers. The role involves ensuring efficient service delivery, monitoring operations, and leading a team to meet service excellence KPIs. Ideal candidates should have a Bachelor’s degree, 3-5 years of leadership experience in customer service, and strong skills in operational management and CRM systems. This position offers a vital role in maintaining high standards of customer support.

Qualifications

• Minimum of 3-5 years of call center or customer service leadership experience.
• Strong knowledge of call center operations and KPIs.
• Ability to manage multiple stakeholders in a fast-paced environment.

Responsibilities

• Ensure exceptional service delivery across call centers.
• Lead and supervise call center teams, focusing on performance.
• Monitor daily operations and implement efficiency strategies.
• Ensure compliance with service standards and data protection laws.

Skills

Leadership

Communication

Problem-solving

Customer Service

Operational Management

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems (e.g., CISCO)

Job description

Overview

Job Title: Call Center Officer/Supervisor (Emirati)

Location: Dubai

Client: Government

Job Summary

We are seeking an experienced Call Center Officer/Supervisor to oversee the operations of two customer service centers. The ideal candidate will ensure efficient day‑to‑day operations, exceptional service delivery, and continuous improvement across both teams.

Responsibilities

Customer Service Management

• Ensure exceptional service delivery across both call centers, including prompt handling of inquiries, issue resolution, and professional complaint management.

Team Leadership & Development

• Lead and supervise call center teams, including recruitment, onboarding, training, performance management, and staff motivation to meet service excellence KPIs.

Operational Oversight

• Monitor daily operations, call volumes, service levels, and KPIs.
• Implement strategies to enhance productivity, optimize workflows, and reduce downtime.

Process Improvement

• Identify opportunities to streamline processes and enhance the overall customer experience.

Scheduling & Workforce Management

• Develop staffing schedules aligned with forecasted call volumes.
• Implement flexible scheduling models such as part‑time shifts and staggered timings.

Technology & Systems Management

• Oversee call center technologies including telephony platforms (e.g., CISCO), CRM systems, and other operational tools.

Quality Assurance

• Implement QA programs and conduct regular evaluations to ensure compliance with service standards and call quality protocols.

Stakeholder Communication

• Collaborate with external entities (e.g., government and partner organizations) to support issue resolution and service enhancements.
• Maintain ongoing communication with internal teams such as Customer Experience, Product Owners, and Executive Management through regular reporting and insights sharing.

Compliance & Security

• Ensure adherence to data protection laws, regulatory requirements, and security standards to safeguard customer information.

Customer Experience Initiatives

• Oversee customer‑centric campaigns, including special service offerings tailored to priority customer segments.

Reporting & Analysis

• Generate and analyze performance reports to identify trends, gaps, and improvement opportunities.

Future Initiatives

• Lead strategic planning to align call center operations with organizational goals.
• Oversee system upgrades, enhancements, and migration to advanced technologies to improve operational efficiency.

Qualifications & Requirements

• Bachelor’s degree is required (Business Administration, Management, Communications, or related field preferred).
• Minimum of 3-5 years of call center or customer service leadership experience.
• Strong knowledge of call center operations, KPIs, quality management, and customer experience best practices.
• Experience managing CRM platforms and telephony systems.
• Excellent communication, leadership, and problem‑solving skills.
• Ability to manage multiple stakeholders and adapt to a fast‑paced environment.