Overview
Assistant Call Center Manager Jobs in Dubai, United Arab Emirates at TP
Title: Assistant Call Center Manager
Company: TP
Location: Dubai, United Arab Emirates
We are seeking a high-performing, dynamic Assistant Customer Care Manager (ACCM) to join our growing BPO operations in Dubai. In this role, you will play a pivotal part in leading day-to-day customer care operations, driving team performance, and ensuring the highest standards of service delivery for our clients.
Key Responsibilities
- Operations Management: Oversee daily customer care operations, ensuring all key performance indicators (KPIs), service level agreements (SLAs), and quality targets are met or exceeded.
- Team Leadership & Development: Mentor, coach, and manage Team Leaders and Customer Care Executives. Conduct regular performance reviews, identify training gaps, and foster a highly motivated team culture.
- Client & Stakeholder Management: Act as a key point of contact for clients, participating in operational reviews and translating client requirements into actionable team goals.
- Process Improvement: Analyze operational data and performance metrics to identify bottlenecks, implementing strategic solutions to enhance efficiency and customer satisfaction (CSAT/NPS)
- Escalation Handling: Serve as the senior point of escalation for complex customer issues, resolving problems effectively in both Arabic and English
- Workforce Collaboration: Partner closely with Workforce Management (WFM) and Quality Assurance (QA) teams to optimize staffing levels, scheduling, and training initiatives.
Qualifications & Skills:
- Language Proficiency: Native or bilingual fluency in Arabic and English (written and verbal) is essential.
- Experience: Minimum of 3–5 years of experience in a BPO / Customer Service environment, with at least 2 years in a supervisory or leadership role as an ACCM.
- BPO Domain Knowledge: Strong understanding of BPO metrics (ASA, AHT, FCR, CSAT, Quality Scores) and workforce management principles.
- Leadership Skills: Proven ability to manage, inspire, and drive large teams toward achieving operational excellence.
- Analytical Skills: Data-driven mindset with the ability to interpret operational reports and make strategic decisions.
- Communication: Exceptional interpersonal and negotiation skills, with the comfort level to present to senior leadership and corporate clients.