Job Description:
The Call Center Operations Manager is responsible for leading and optimizing the daily operations of a customer support center, ensuring high-quality service delivery and operational efficiency. Based in Al Ain, this role manages both inbound and outbound call activities, oversees a team of supervisors and agents, monitors performance metrics, and ensures alignment with organizational service standards and KPIs. The manager is accountable for developing call center strategies, scheduling shifts, improving first-call resolution rates, reducing average handling time, and maintaining compliance with regulatory and internal service guidelines.
This role demands a proactive leader who can motivate teams, manage real-time service levels, and adapt quickly to changing call volumes or business demands. The manager also implements training programs, supervises call quality, drives continuous improvement initiatives, and provides detailed reporting to senior leadership on service trends, staffing performance, and customer satisfaction.
Job Requirement:
Bachelor’s degree in Business Administration, Operations, or Customer Service Management. 5–7 years of experience managing call center operations, including team leadership and workforce management. Proficiency in contact center technologies, performance dashboards, and call routing software (e.g., Avaya, Genesys, or Five9). Strong communication, problem-solving, and leadership skills are essential. Experience with service analytics and quality frameworks (e.g., Six Sigma, COPC) is a plus.
