Operations Manager

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

Operations Manager – Call Centre | Corporate Services

Location: Dubai, UAE

Salary: AED 19,000 per month

Industry: Corporate Services / Business Setup

About the Role

SELECTED RECRUITMENT is partnering with a leading Corporate Services and Business Setup company in Dubai to recruit an experienced Operations Manager to oversee its call centre operations.

This is an excellent opportunity for an experienced operations professional to take ownership of a busy, performance-driven call centre environment, ensuring operational efficiency, strong team performance and consistently high standards of customer service.

The successful candidate will be responsible for managing day-to-day operations, developing team leaders, improving processes and driving performance across the department.

We are looking for someone with a proven track record of managing large teams within a high-volume call centre environment, ideally with experience in sales-led or customer service operations.

Key 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 operational performance against KPIs, including call volumes, response times, conversion rates and customer satisfaction.
• Identify opportunities to improve operational processes, productivity and overall team performance.
• Implement effective workforce planning, scheduling and resource allocation strategies.
• Develop and maintain operational procedures to ensure consistency and service excellence.
• Conduct regular performance reviews and implement coaching and development initiatives.
• Work closely with Sales, Customer Service and senior management to achieve business objectives.
• Manage escalations and ensure customer enquiries and complaints are handled effectively.
• Oversee CRM systems, call centre technology and performance reporting.
• Prepare regular operational reports and provide recommendations to senior leadership.
• Drive a culture of accountability, continuous improvement and high performance.

Candidate Requirements

• Proven experience as an Operations Manager, Call Centre Manager or Contact Centre Manager.
• Previous experience managing operations within a call centre environment is essential.
• Demonstrable experience leading and developing large, high-performing teams.
• Strong understanding of call centre KPIs, workforce management and operational performance.
• Experience working within a high-volume, target-driven environment.
• Excellent leadership, people management and problem-solving skills.
• Strong analytical capabilities with experience using operational data to improve performance.
• Experience with CRM platforms, call centre systems and reporting tools.
• Ability to implement process improvements and drive operational efficiency.

The Opportunity

This is an opportunity to join a growing Corporate Services business in Dubai and take responsibility for a key operational function.

The successful candidate will play an important role in improving team performance, streamlining processes and ensuring the business continues to deliver a high standard of service as it grows.

Salary: AED 19,000 per month.