Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)

Concentrix Corporation; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading customer experience company in Dubai is seeking an Operations Manager for its contact center, emphasizing bilingual capabilities in English and Arabic. The ideal candidate will have a Bachelor’s degree and over three years of experience, preferably in the real estate sector. Responsibilities include managing performance of a team, maximizing revenue generation, and enhancing Client Service Level Agreements. This role requires strong leadership and communication skills, as well as an ability to operate effectively under pressure.

Qualifications

• Minimum of 3 years of experience in a related field.
• Preferred call center experience within the real estate sector.
• Ability to effectively present information to internal and external associates.

Responsibilities

• Analyze and maintain all Client Service Level Agreements.
• Maximize revenue generation through financial projections.
• Manage and train direct reports and their associates.

Skills

Bilingual English and Arabic

Leadership

Communication skills

Process improvement

Team management

Flexibility

Education

Bachelor Degree in related field

Job description

Operations Manager - Contact Center - Real Estate (Bilingual- English/ Arabic)

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one‑on‑ones with direct reports to review individual performance, the performance of their team and offer on‑going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over‑deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Qualifications

• Bachelor Degree in related field with more than 3 years of experience.
• Call center experience within real estate sector preferred
• Bilingual English (B2 + level) and Arabic speaker.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline‑oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Career Framework

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Equal Opportunity

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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