Call Centre Manager

 Call Centre Manager | Dubai, UAE

Adecco Middle East is recruiting on behalf of one of our leading clients in the Music Industry for an experienced and dynamic Call Centre Manager based in Jumeirah Lake Towers (JLT), Dubai.

We are seeking a hands-on leader to oversee a multi-functional call centre team of approximately 12 agents managing Sales, Student Retention, Cancellations, Customer Happiness, and Customer Support operations. The ideal candidate will be responsible for driving team performance, improving customer satisfaction, and ensuring operational excellence across all functions.

Key Responsibilities

-Lead, coach, and manage daily call centre operations across Sales, Retention, Cancellations, and Customer Happiness teams.

-Monitor team and individual performance against KPIs, including conversions, retention rates, response times, customer satisfaction, and productivity.

-Provide ongoing coaching, mentoring, and performance feedback.

-Analyze call metrics and operational reports to identify trends and improvement opportunities.

-Develop and implement strategies to enhance customer experience and operational efficiency.

-Manage customer escalations and implement preventive solutions.

-Conduct performance reviews, team meetings, and training sessions.

-Collaborate with cross-functional teams to improve processes and customer journeys.

-Build and maintain a high-performance, customer-focused culture.

Requirements:

-Bachelor's Degree in Business Administration, Management, or a related field.

-8+ years of experience in Call Centre Operations.

-Minimum 3+ years in a managerial position.

-Proven experience managing customer service and sales teams.

-Strong leadership, coaching, and people management skills.

-Excellent analytical, problem-solving, and decision-making abilities.

-Strong understanding of KPI management and performance reporting.

-Outstanding communication and stakeholder management skills.

-Proficiency in CRM systems and Microsoft Excel is an advantage.

Preferred Profile:

-Strong leadership presence with a results-driven mindset.

-Passion for delivering exceptional customer service and business outcomes.

-Experience managing teams across Sales, Customer Service, Retention, or Customer Success functions.

📩 Apply Now: adshire.ae@adecco.com