Call Center Manager

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
• 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

Interested candidates are invited to apply via LinkedIn.