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Call Center Manager jobs in United Arab Emirates
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Manager, Center for Inclusive Learning (UAE Nationals Preferred)
Ajman University
United Arab Emirates
On-site
AED 120,000 - 200,000
Yesterday
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Digital Contact Center Supervisor
AWR
Dubai
On-site
AED 120,000 - 200,000
Yesterday
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Discover more opportunities than anywhere else. Find more jobs nowCall Center Supervisor: Lead & Elevate Agent Performance
CERT The Centre of Excellence for Applied Research & Training
Ajman Emirate
On-site
AED 120,000 - 200,000
Yesterday
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Call Center Supervisor
CERT The Centre of Excellence for Applied Research & Training
Ajman Emirate
On-site
AED 120,000 - 200,000
Yesterday
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Guest Contact Center, Supervisor
Sheraton Grand Hotel, Dubai
Dubai
On-site
AED 120,000 - 200,000
Yesterday
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Connect with headhunters to apply for similar jobsDigital Contact Center Supervisor — Drive Revenue & CX
AWR
Dubai
On-site
AED 120,000 - 200,000
Yesterday
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Call Center Supervisor
Al Sahraa Recruitment Services
Abu Dhabi
On-site
AED 120,000 - 200,000
3 days ago
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Trading Sales Coordinator: Client Relations & Operations
Alrais Enterprices Group
Dubai
On-site
AED 40,000 - 60,000
Today
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Senior Client Executive - UAE Cyber Practice
Marsh & McLennan
Dubai
On-site
AED 220,000 - 294,000
Today
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Customer Success Executive UAE Nationals Only
NielsenIQ
Sharjah
On-site
AED 120,000 - 200,000
Today
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Marketing & Cultural Events Coordinator
The Arts Club Dubai - Sales and Marketing
Dubai
On-site
AED 120,000 - 200,000
Today
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Fleet Operations & Customer Experience Specialist
AWR
Dubai
On-site
AED 60,000 - 120,000
Yesterday
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Customer Success Executive
NielsenIQ
Sharjah
On-site
AED 90,000 - 120,000
Yesterday
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Customer Experience Specialist — Rapid-Growth Startup
Washmen
Dubai
On-site
AED 60,000 - 120,000
Yesterday
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Vehicle Sales & Customer Experience Specialist
AWR
Fujairah
On-site
AED 120,000 - 200,000
Yesterday
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Customer Experience Specialist — UAE Visa & Growth Path
Minimalist
Dubai
On-site
AED 60,000 - 120,000
2 days ago
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Luxury Call Center Supervisor - Guest Services
Hotels
Dubai
On-site
AED 60,000 - 120,000
3 days ago
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Sr Specialist Customer Experience
Delivery Hero
Dubai
On-site
AED 60,000 - 120,000
3 days ago
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Clinic Client Coordinator
Befit Sports Club
Dubai
On-site
AED 60,000 - 120,000
3 days ago
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NOC & Call Center Manager
Mindtel
Dubai
On-site
AED 250,000 - 350,000
Full time
28 days ago
Job summary
A leading IT services provider in Dubai seeks a NOC & Call Center Manager to lead operations, ensuring continuous service uptime and high-quality support. Candidates must have 12 years in IT operations and 5 years managing NOC or Call Center functions. ITIL certification is mandatory. Join a dynamic environment focused on optimizing service delivery and operational excellence.
Qualifications
- 12 years in IT operations, customer service, or service management.
- 5 years managing NOC, SOC, or Call Center operations.
- Proficient in Arabic.
Responsibilities
- Lead and manage both Network Operations Center and Call Center operations.
- Ensure IT service uptime and high-quality end-user support.
- Define and report on KPIs such as MTTR, SLA uptime, and CSAT.
Skills
Leadership
Crisis Management
Customer Service
Training and Development
Network Operations
Education
ITIL v4 Managing Professional certification
PMP/PgMP certifications
Tools
Dynatrace
SolarWinds
ITSM tools
Job description
Job Summary (List Format) NOC & Call Center Manager
- Lead and manage both 24 7 Network Operations Center (NOC) and customer-facing Call Center operations.
- Ensure continuous IT service uptime and high-quality end-user support.
- Oversee infrastructure network and cloud monitoring as well as customer service/helpdesk functions.
- Define track and report on KPIs such as MTTR SLA uptime Average Handle Time (AHT) First Call Resolution (FCR) and Customer Satisfaction (CSAT).
- Manage workforce scheduling ensure 24 7 coverage and plan staff rotations.
- Direct incident management escalation processes and communication during major incidents.
- Integrate monitoring tools (e.g. Dynatrace vROps SolarWinds) with ITSM and ticketing systems.
- Provide leadership training and career development for NOC operators engineers and call center agents.
- Deliver executive reports unified operational dashboards and drive ongoing service improvements.
- Ensure compliance with ITIL and ISO 20000 standards for service operations.
- Engage in crisis management and coordinate with cross-functional stakeholders.
- Prepare and present monthly reports on SLA uptime customer satisfaction and incident/problem management.
- Optimize staff productivity training and schedule adherence.
- Maintain business proficiency in Arabic language.
Required Qualifications:
- 12 years in IT operations customer service or service management.
- 5 years managing NOC SOC or Call Center operations.
- ITIL v4 Managing Professional certification (mandatory).
- PMP/PgMP and Customer Service/Call Center Operations certifications (preferred).
Key Deliverables:
- Unified operational dashboards and monthly performance reports.
- Training programs shift rotation and workforce optimization plans.
- Comprehensive incident/problem management with root cause analysis.
Key Performance Indicators (KPIs):
- Service availability and SLA compliance.
- MTTR/MTTA for technical incidents.
- FCR and CSAT for customer support.
- Staff productivity and schedule adherence.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.