Contact Center Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates EDARI uae Full time
Roles and responsibilities

We are seeking a luxury Contact Centre Manager to oversee our client's loyalty program call center operations. The ideal candidate will be responsible for leading a team of contact centre agents delivering personlized services to loyalty program members. This role requires strong leadership skills in a fast-paced environment and exceptional customer service. Our client based in Dubai, is one of the largest and most luxurious hospitality companies in the region.

Key responsibilities:

  • Lead, mentor, and inspire a team of contact center agents, ensuring they consistently deliver exceptional, personalized service to members.
  • Oversee the successful delivery of contact center systems and program evolution initiatives, ensuring smooth implementation and alignment with organizational goals. Develop and execute long-term strategies for the evolution of the contact center, aligning with the broader goals of the luxury recognition program.
  • Develop and implement strategies to drive revenue through upselling, cross-selling, and identifying new opportunities within the contact center. Monitor and optimize performance to meet financial targets.
  • Establish key performance indicators (KPIs) for the contact center, analyze metrics regularly, and implement strategies to enhance efficiency, productivity, and service quality.
  • Strive to exceed guest expectations in every interaction, creating memorable experiences that enhance member satisfaction. Offer personalized recommendations and surprise-and-delight moments for members.
  • Develop and implement specialized training programs tailored to the luxury hospitality industry, ensuring agents are trained to uphold brand standards and deliver elite service.
  • Oversee the day-to-day operations of the contact center, ensuring that service levels, response times, and member satisfaction metrics are consistently met or exceeded.
  • Implement feedback mechanisms and continuous improvement strategies to enhance member satisfaction and loyalty. Act on member feedback to improve service quality.
  • Work closely with internal stakeholders to ensure seamless integration of the contact center with broader member experience strategies. Collaborate with sales, marketing, and operations teams to align contact center activities with organizational goals.
  • Manage and resolve member escalations, ensuring a calm and solution-oriented approach to sensitive situations. Resolve guest issues and concerns promptly and effectively, ensuring that all interactions end on a positive note. Monitor and follow up on guest complaints received by the department and ensure relevant solutions are provided by coordinating with other departments.
  • Maintain proactive communication with guests before, during, and after their stay to ensure satisfaction and address any potential issues in a timely manner.
  • Use data and analytics to monitor contact center performance, drive continuous improvement, and identify trends that can inform strategic decisions.
  • Continuously evaluate and refine contact center processes to ensure they meet the highest standards of efficiency, accuracy, and luxury service.
Desired candidate profile
  • Minimum of 5 years in luxury contact center management, with a focus on personalized experiences and revenue generation.
  • Proven experience leading and developing high-performing teams in a luxury hospitality environment.
  • Deep understanding of luxury hospitality standards and a passion for creating personalized, memorable guest experiences.
  • Excellent verbal and written communication skills, with the ability to connect with high-net-worth individuals and elite members.
  • Strong problem-solving skills, with the ability to handle complex guest concerns effectively.
  • Demonstrated ability to plan and execute strategies that drive both performance and revenue.
  • Impeccable attention to detail, ensuring that every interaction reflects the brand's luxury standards.
  • Flexibility to adapt to evolving priorities and challenges while maintaining focus on member satisfaction and business goals.

  • Contact Center Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates EDARI Uae Full time

    Roles and responsibilitiesWe are seeking a luxury Contact Centre Manager to oversee our client's loyalty program call center operations. The ideal candidate will be responsible for leading a team of contact centre agents delivering personalized services to loyalty program members. This role requires strong leadership skills in a fast-paced environment and...

  • Contact Center Manager

    1 week ago

    Dubai, Dubai, United Arab Emirates EDARI Uae Full time

    Roles and responsibilitiesWe are seeking a luxury Contact Centre Manager to oversee our client's loyalty program call center operations. The ideal candidate will be responsible for leading a team of contact centre agents delivering personalized services to loyalty program members. This role requires strong leadership skills in a fast-paced environment and...

  • Contact Center Manager

    1 week ago

    Dubai, Dubai, United Arab Emirates Ontime Group Full time

    Contact Center ManagerWe are looking for a highly skilled and experienced Contact Center Manager to join our team at the Ontime Group. This individual will be responsible for managing the day-to-day operations of our contact center, leading a team of customer service executives, and developing and implementing strategies to improve operational efficiency and...

  • Contact Center Manager

    1 week ago

    Dubai, Dubai, United Arab Emirates EDARI uae Full time

    Roles and responsibilities We are seeking a luxury ContactCentre Manager to oversee our client's loyalty program callcenter operations. The ideal candidate will be responsible forleading a team of contact centre agents delivering personlizedservices to loyalty program members. This role requires strongleadership skills in a fast-paced environment and...

  • Contact Center Analyst

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Juma Al Majid Full time

    Job DescriptionWe are seeking a highly skilled Contact Center Analyst to join our team at Juma Al Majid. The successful candidate will be responsible for generating, analyzing, and interpreting contact center performance data using Power BI and Microsoft Applications.The ideal candidate will have 2-3 years' experience in business intelligence and 2-4 years'...

  • Senior Contact Center Manager

    1 week ago

    Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group L.L.C Full time

    Job DescriptionThe Call Center Supervisor will be responsible for overseeing the daily operations of the contact center team, ensuring that they meet their performance targets and provide excellent customer service.

  • Role in Contact Center Operations

    3 days ago

    Dubai, Dubai, United Arab Emirates Emaar Full time

    Job DescriptionKey ResponsibilitiesResponsible for overseeing the day-to-day operations, ensuring efficient and effective service delivery, and driving performance improvements across the center.Leadership and Management: Provide direction, guidance, and support to the contact center management team and staff, fostering a positive and productive work...

  • Contact Center Leader

    1 week ago

    Dubai, Dubai, United Arab Emirates FallenAmbers Full time

    FallenAmbers is seeking an exceptional Contact Center Leader to oversee the daily operations of our call center. The ideal candidate will possess excellent leadership and communication skills, with a proven track record of driving customer satisfaction and operational efficiency.Key Responsibilities:Develop and implement strategies to improve customer...

  • Senior Contact Center Manager

    1 week ago

    Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group Full time

    About the RoleThis is a senior leadership position within our Contact Center where you will oversee the day-to-day operations of the team.You will be responsible for monitoring team performance, generating reports to inform management decision-making, and maintaining high operational KPIs through effective leadership.

  • Contact Center Specialist

    1 week ago

    Dubai, Dubai, United Arab Emirates Kerzner International Full time

    About The RoleYou will be the first point of contact for our guests, providing exceptional service and ensuring their needs are met promptly and professionally.As a Contact Center Specialist at Atlantis Dubai, you will be responsible for handling a wide range of inquiries, resolving issues, and providing information on our hotel products and services.You...

  • Contact Center Senior Supervisor

    2 days ago

    Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group L.L.C Full time

    Contact Center Senior Supervisor Job Description:The Contact Center Senior Supervisor will be responsible for overseeing the day-to-day operations of the contact center, including managing a team of customer service representatives and coordinating with other departments.Key Responsibilities:Manage a team of customer service representativesCoordinate with...

  • Contact Center Performance Analyst

    1 week ago

    Dubai, Dubai, United Arab Emirates Dubaicareers Full time

    About Dubaicarers Call Center Coordinator RoleWe are seeking an experienced Contact Center Coordinator to join our team. As a Contact Center Coordinator, you will play a critical role in ensuring seamless collaboration between the contact center and other departments.Main Responsibilities:Develop and implement effective communication strategies to enhance...

  • Contact Center Transformation Expert

    1 week ago

    Dubai, Dubai, United Arab Emirates Amazon Full time

    Contact Center Transformation ExpertThis role involves working closely with customers to understand their contact center operations and usage patterns, and providing recommendations on how to optimize their Amazon Connect implementation for cost savings. You will also help customers understand the total cost of ownership and economic impact of transitioning...

  • Multilingual Contact Center Operator

    1 day ago

    Dubai, Dubai, United Arab Emirates Kerzner International Full time

    About YouWe are seeking a highly motivated and skilled Multilingual Contact Center Operator to join our team at Atlantis Dubai. As a Multilingual Contact Center Operator, you will be responsible for handling customer inquiries, providing information, and addressing concerns in multiple languages.Responsibilities include:Handling customer interactions in...

  • Contact Center Deployment Expert

    1 week ago

    Dubai, Dubai, United Arab Emirates TeKnowledge Full time

    Job OverviewWe are seeking a highly skilled and experienced CCaaS (Contact Center as a Service) Implementation Specialist to lead the deployment and configuration of CCaaS solutions for our clients.This role demands strong technical knowledge of cloud communication platforms and contact center technologies. As a key player, you will collaborate with...

  • Duty Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Juma Al Majid Full time

    Job ResponsibilitiesThe Call Center Supervisor will be responsible for:Leading and developing a team of customer service representatives.Developing and implementing strategies to improve team performance.Collaborating with other departments to achieve business objectives.Providing exceptional customer service and resolving client...

  • Pharmacist Contact Center Professional

    1 week ago

    Dubai, Dubai, United Arab Emirates Medbiomate Full time

    Job OverviewWe are seeking a highly motivated and enthusiastic pharmacist to join our contact center team as a trainee. The successful candidate will have recently graduated with a Bachelor's degree in Pharmacy and possess excellent communication skills.

  • Contact Center Representative

    5 days ago

    Dubai, Dubai, United Arab Emirates Bank of Baroda UAE Full time

    About the RoleWe are looking for an exceptional Contact Center Representative to join our team at Bank of Baroda UAE. In this role, you will be responsible for providing top-notch customer service and support.Key ResponsibilitiesCommunication Skills: Possess excellent verbal and written communication skills to effectively interact with...

  • Quality Senior Specialist – Customer Service Contact Center

    2 weeks ago

    Dubai, Dubai, United Arab Emirates MedNet Global Healthcare Solutions LLC Full time

    Quality Senior Specialist – Customer Service Contact Center Quality Senior Specialist – Customer Service Medical Call Center (MNGHS) As a member of Munich Re, the MedNet Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire a Quality Senior Specialist – Customer Service Contact Center. He/She will be...

  • Contact Center Agent

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Juma Al Majid Full time

    Job RoleThe Support Services Officer role at Juma Al Majid involves providing world-class support to our customers through various communication channels. As a key member of our Contact Center team, you will play a vital role in ensuring that our customers receive exceptional service and support.In this position, you will handle customer inquiries, concerns,...