Dubai Call Centre Operations Lead

Selected Recruitment Ltd; Dubai; On-site; AED 180,000 - 244,000; Full time

Job summary

Selected Recruitment Ltd in Dubai is seeking an experienced Operations Manager to oversee its busy call centre operations within corporate services. You will lead and develop teams, drive performance against KPIs, and implement effective processes to ensure service excellence.

The successful candidate will manage day-to-day operations, drive process improvements, and collaborate with senior management to achieve business objectives in a fast-paced, target-driven environment.

Qualifications

• Proven experience as an Operations Manager, Call Centre Manager or Contact Centre Manager.
• Experience managing operations in a high-volume call centre.
• Track record leading large, high-performing teams.
• Strong understanding of call centre KPIs, WFM and performance analysis.

Responsibilities

• Oversee the daily operations of the call centre, ensuring efficiency, productivity and service quality.
• Lead, manage and develop team leaders, supervisors and call centre agents.
• Monitor KPIs such as call volumes, response times, conversion rates and customer satisfaction.
• Identify process improvements to boost productivity and team performance.
• Implement workforce planning, scheduling and resource allocation strategies.
• Develop and maintain standard operating procedures for consistency and service excellence.
• Conduct regular performance reviews and coaching initiatives.
• Collaborate with Sales, Customer Service and senior management to hit business goals.
• Manage escalations and ensure customer inquiries and complaints are handled effectively.
• Oversee CRM systems, call centre tech and reporting.
• Prepare operational reports and provide recommendations to leadership.
• Foster accountability, continuous improvement and high performance culture.

Skills

Leadership

People management

Problem-solving

Analytical skills

Tools

CRM platforms

Call centre systems

Reporting tools

Job description

Selected Recruitment Ltd in Dubai is seeking an experienced Operations Manager to oversee its busy call centre operations within corporate services. You will lead and develop teams, drive performance against KPIs, and implement effective processes to ensure service excellence.

The successful candidate will manage day-to-day operations, drive process improvements, and collaborate with senior management to achieve business objectives in a fast-paced, target-driven environment.