Call Center Manager

Company Overview

Almas Alhadeed Building Material Trading LLC is a trusted supplier of high quality construction materials and hardware solutions in Dubai, United Arab Emirates. We serve a diverse clientele, from large scale contractors and developers to interior designers and individual homeowners. Our commitment to reliability and speed has made us a go to partner in the UAE’s thriving construction sector. We are currently looking for a dynamic Call Center Manager to lead our front line communications and ensure every client interaction is handled with professionalism and precision.

Job Title: Call Center Manager

Employment Type: Full time

Location: Dubai, United Arab Emirates

The Role

As the Call Center Manager, you will be the heart of our customer service and order management operations. In the building materials industry, timing is everything. You will lead a team of agents responsible for handling price inquiries, stock availability checks, and delivery tracking. Your goal is to transform our call center into a profit center by ensuring high conversion rates on inquiries and maintaining exceptional satisfaction levels for our long term partners.

Key Responsibilities

Supervise and mentor a team of call center agents to ensure high performance and adherence to company quality standards.

Develop and implement standard operating procedures (SOPs) for handling technical product inquiries, price quotations, and order processing.

Monitor call volumes and team metrics to optimize staffing levels and minimize wait times.

Work closely with the sales and warehouse teams to ensure accurate information regarding stock levels and delivery schedules is provided to clients.

Handle escalated customer complaints with a focus on quick resolution and relationship retention.

Conduct regular training sessions on our product catalog (steel, hardware, timber, etc.) and effective communication techniques.

Utilize CRM software to track customer interactions, analyze trends, and provide weekly reports to senior management.

Optimize the outbound calling strategy for following up on quotations and nurturing existing client accounts.

Requirements and Qualifications

A minimum of 5 to 7 years of experience in call center management, ideally within the trading, construction, or manufacturing sectors in the UAE.

Proven ability to lead and motivate a multicultural team in a fast paced environment.

Excellent communication and interpersonal skills: the ability to build rapport over the phone is essential.

Strong technical proficiency in CRM systems and call center software.

Analytical mindset with the ability to interpret data to improve team efficiency.

Bachelor’s degree in Business Administration, Communications, or a related field.

Fluency in English is mandatory. Proficiency in Arabic, Hindi, or Urdu is a significant advantage given our diverse customer base.

A basic understanding of building materials or hardware products is highly preferred.

What We Offer

A competitive tax free salary package based on experience.

Comprehensive health insurance coverage as per UAE labor law.

UAE residency sponsorship and labor card.

The opportunity to shape the customer service strategy of a growing trading house.

Annual flight allowance to your home country and standard end of service benefits.

A professional and stable work environment in a key industry for the Dubai economy.

Pay: AED10,000.00 - AED16,000.00 per month

Work Location: In person