Customer Center Manager

We're looking for an experienced Contact Center Manager to lead the daily operations of our dynamic customer service team. In this role, you’ll oversee Contact Centre Agents, Email Administrators, and Quality & Training Officers, ensuring exceptional service delivery, performance optimization, and continuous process improvement.You will be responsible for driving key KPIs, enhancing customer satisfaction, managing team performance, and delivering actionable insights through detailed reporting and analysis. The ideal candidate brings a strong background in contact centre operations, people leadership, and service excellence—preferably within a fast-paced and customer-centric environment.Key Responsibilities: Manage end-to-end operations of the Contact Centre to ensure service levels and KPIs are consistently met Develop team structures, shift schedules, and performance monitoring systems Conduct customer satisfaction surveys and implement improvements based on feedback Analyse call, revenue, and campaign data to drive quality and efficiency Collaborate with internal teams (CRM, Sales, Marketing, IT) and external vendors Lead and develop the team through performance management and training initiatives Recommend and implement process improvements and technology upgrades Qualifications & Skills: Bachelor’s degree in Business or a related field.6–8 years of relevant experience, with proven leadership in customer service or call centre management.Strong project management, analytical, and communication skills.Proficiency in CRM systems and reporting tools.Arabic language skills and knowledge of NICE systems are a plus.Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service Referrals increase your chances of interviewing at Confidential Careers by 2x Assistant Manager – Member Experience - Jumeirah Group & Corporate Corporate Bank - Customer Service Manager - Associate / Assistant Vice President Assistant Manager -Customer Experience (UAE Nationals Only)Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)Customer Support Executive (Emirati Only)Call Center Agent

Al Futtaim Health

Festival City - Dubai Assistant Manager, Call Center Network (Customer Service)Data Center Segment Business Development Engineer and Customer Solutions EMEA Manager Data Center Segment Business Development Engineer and Customer Solutions EMEA Manager We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr