CONTACT CENTER MANAGER
NamasteAi
Dubai, United Arab Emirates
Job Description:
Responsibilities
Operations Management: Direct day-to-day inbound/outbound workflows, scheduling, and resource allocation.
Team Leadership: Hire, train, mentor, and evaluate supervisors, team leads, and support agents.
Performance Tracking: Monitor KPIs including Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Escalation Resolution: Handle complex client complaints and critical service failures.
Data & Reporting: Analyze operational statistics and present performance dashboards to executive leadership.
Required Qualifications & Skills
Education: Bachelor’s degree in Business Administration, Management, or a related field (MBA preferred).
Experience: 5+ years in customer service or call center environments, with at least 2–3 years in a direct supervisory or management role.
Technical Proficiency: Experience with CRM platforms (e.g., Salesforce, Freshdesk), dialers, and Workforce Management (WFM) software.
Soft Skills: Strong conflict resolution, decision-making, and verbal/written communication abilities.
Industry:
Financial Services
Category:
Investment & Asset Management
Skills:
Decision Making Skills
Communication
Job Information
-
Career Level:
Managerial Level -
Location:
Dubai, United Arab Emirates -
Job Type:
Full Time -
Experience:
4 Yrs - 6 Yrs -
Qualifications:
Master Degree -
Salary:
Confidential -
Date posted:
4th August 2026
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