Operations Manager

15 hours ago

Dubai, United Arab Emirates Altius Customer Service Full time

Job Title: Call Center Manager

Department: Customer Service / Operations

Reports To: Director of Customer Service / Operations Manager

Location: Dubai

**Job Type**: Full-Time

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Job Summary:
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Key Responsibilities:

- Manage and supervise the daily operations of the call center to ensure customer service standards are met.
- Hire, train, mentor, and coach call center staff to maintain high performance and engagement.
- Develop and implement call center policies, procedures, and best practices.
- Monitor call metrics (e.g., call volume, wait time, customer satisfaction) and produce performance reports.
- Handle escalated customer complaints and resolve issues efficiently.
- Collaborate with other departments to address systemic issues and improve overall customer experience.
- Forecast call volumes and schedule staff accordingly.
- Set goals for performance and deadlines in ways that align with the company’s strategic objectives.
- Maintain up-to-date knowledge of products, services, and company policies.
- Implement and oversee the use of call center technology, including CRM and telephony systems.

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Qualifications:

- Proven experience as a Call Center Manager or similar role.
- Strong leadership and interpersonal skills.
- Excellent verbal and written communication abilities.
- Proficient in using call center software, CRM tools, and Microsoft Office Suite.
- Analytical and performance-driven mindset.
- Ability to work under pressure and manage multiple tasks.

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Education and Experience:

- Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
- 3+ years of experience in call center supervision or management.

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Key Competencies:

- Leadership and team management
- Customer-focused mindset
- Conflict resolution
- Data analysis and reporting
- Time management and organizational skills

Pay: From AED6,500.00 per month

**Experience**:

- Call Center: 4 years (required)

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