Call Center Manager

Company: ADNEC Group

Location: Abu Dhabi, UAE (On-site)

Employment Type: Full-time Permanent

ADNEC Group is looking for an experienced Call Centre Manager to lead our customer contact operations and drive an outstanding customer experience (CX) across ADNEC venues.

This role is ideal for a leader who is passionate about service excellence, team development, and data-driven customer experience strategies within a fast-paced service environment.

Key Responsibilities

Lead and manage call centre operations ensuring high service standards across all customer touchpoints
Drive customer experience initiatives to enhance satisfaction and service quality
Oversee omnichannel support including phone, email, and digital inquiries
Monitor and improve performance metrics such as AHT, FCR, and CSAT
Work closely with Events, Sales, IT, Security, and Operations teams to ensure smooth coordination during venue operations and events
Manage service escalations and VIP customer issues when required
Develop and coach the call centre team to maintain a high-performance, service-first culture
Provide regular reporting and insights to support continuous service improvement

Requirements

Bachelor's degree in Business Administration, Communications, Customer Experience, or related field
8-10 years of experience in call centre operations or customer service management
Minimum 3-5 years in a leadership role managing customer service or contact centre teams
Experience managing omnichannel customer support environments
Familiarity with CRM systems and contact centre technologies (e.g., Salesforce, Zendesk, Genesys)
Strong analytical and reporting skills using Excel, Power BI, or similar tools
Fluent in English; Arabic language is a strong advantage