Senior Manager, High-Volume Customer Service

Confidential Jobs; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Confidential Jobs in Dubai is seeking an experienced leader to manage the day-to-day operations of a high-volume customer service center, overseeing walk-in and telephone channels and ensuring timely resolution of inquiries and service requests.

You will lead frontline teams, monitor KPIs and service levels, handle escalations, and drive customer satisfaction through consistent, professional service delivery in a fast-paced public-facing environment.

Qualifications

• 5–8+ years of experience in customer service or related operations.
• Experience as a Team Leader, Supervisor, Manager or Center Operations Lead.
• Strong exposure to walk-in and contact center operations.
• Experience with complaint handling, escalation and service resolution.
• Experience monitoring KPIs, SLAs, turnaround times and team performance.
• Excellent interpersonal, leadership and communication skills.
• Fluent Arabic and English communication is essential.
• Candidates based in the UAE preferred.

Responsibilities

• Manage the daily operations of the customer service center and ensure smooth delivery of multiple services.
• Lead, supervise and support frontline agents handling walk-in customers and calls.
• Monitor team performance, service quality and adherence to standards.
• Oversee inquiries, complaints, requests and service cases from receipt to closure.
• Ensure cases are logged, tracked, followed up and closed within timelines.
• Handle escalated issues and ensure timely resolution.
• Coordinate with internal departments to resolve requirements.
• Monitor service levels, turnaround times, customer satisfaction and KPIs.
• Ensure compliance with procedures and standards.
• Identify recurring issues and opportunities for improvement.
• Implement initiatives to improve customer satisfaction and experience.

Skills

Team Leadership

Customer Service Excellence

Stakeholder Coordination

People Management

Communication

Job description

Confidential Jobs in Dubai is seeking an experienced leader to manage the day-to-day operations of a high-volume customer service center, overseeing walk-in and telephone channels and ensuring timely resolution of inquiries and service requests.

You will lead frontline teams, monitor KPIs and service levels, handle escalations, and drive customer satisfaction through consistent, professional service delivery in a fast-paced public-facing environment.