Customer Center Manager

Confidential Careers; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the customer service sector is seeking a Contact Center Manager to oversee daily operations and ensure exceptional service delivery. The successful candidate will have strong leadership experience, manage team performance, and drive service excellence within a dynamic working environment. The role involves key responsibilities like KPI management, process improvement, and collaboration with internal teams.

Qualifications

• 6–8 years of relevant experience in customer service or call centre management.
• Proven leadership experience required.
• Proficiency in Arabic and knowledge of NICE systems are a plus.

Responsibilities

• Manage end-to-end operations of the Contact Centre.
• Develop team structures and monitor performance.
• Conduct customer satisfaction surveys and implement improvements.

Skills

Project Management

Analytical Skills

Communication

Education

Bachelor’s degree in Business or related field

Tools

CRM systems

Reporting tools

Job description

We're looking for an experienced Contact Center Manager to lead the daily operations of our dynamic customer service team. In this role, you’ll oversee Contact Centre Agents, Email Administrators, and Quality & Training Officers, ensuring exceptional service delivery, performance optimization, and continuous process improvement.

You will be responsible for driving key KPIs, enhancing customer satisfaction, managing team performance, and delivering actionable insights through detailed reporting and analysis. The ideal candidate brings a strong background in contact centre operations, people leadership, and service excellence—preferably within a fast-paced and customer-centric environment.

Key Responsibilities:

• Manage end-to-end operations of the Contact Centre to ensure service levels and KPIs are consistently met
• Develop team structures, shift schedules, and performance monitoring systems
• Conduct customer satisfaction surveys and implement improvements based on feedback
• Analyse call, revenue, and campaign data to drive quality and efficiency
• Collaborate with internal teams (CRM, Sales, Marketing, IT) and external vendors
• Lead and develop the team through performance management and training initiatives
• Recommend and implement process improvements and technology upgrades

Qualifications & Skills:

• Bachelor’s degree in Business or a related field.
• 6–8 years of relevant experience, with proven leadership in customer service or call centre management.
• Strong project management, analytical, and communication skills.
• Proficiency in CRM systems and reporting tools.
• Arabic language skills and knowledge of NICE systems are a plus.