Call Center Manager

Job Summary

The Call Center Manager is responsible for managing and controlling all call center operations, coordinating call center agents and related staff, and ensuring efficient handling of roadside assistance requests while maintaining high service quality and customer satisfaction.

Key Responsibilities

• Supervise and control daily call center operations.
• Coordinate and manage all call center agents and support staff.
• Ensure timely response and proper handling of roadside assistance calls.
• Monitor call quality, response times, and service accuracy.
• Coordinate with dispatch, drivers, and operations teams to ensure fast and efficient service delivery.
• Manage staff schedules, shifts, attendance, and performance.
• Handle escalated customer complaints and service issues.
• Ensure accurate data entry and order management in the CRM system.
• Prepare and submit daily and monthly operational reports to management.
• Implement company procedures, service standards, and performance policies.
• Train new agents and conduct regular performance evaluations.
• Ensure compliance with company policies and confidentiality requirements.

Qualifications & Requirements

• Proven experience as a Call Center Manager or Supervisor (preferably in roadside assistance, logistics, or service-based companies).
• Strong leadership, coordination, and organizational skills.
• Ability to work under pressure and manage real-time operations.
• Excellent communication skills in English (additional languages are a plus).
• Proficiency in CRM systems and call center software.

Reporting Line

• Reports directly to General Manager

Job Type: Full-time

Pay: AED5,000.00 - AED7,000.00 per month