Operations Manager

2. JOB PURPOSE:

We are looking for a highly skilled Call Center Operations Manager - Customer Care to join our team and take ownership of setting up, managing, and optimizing end-to-end call center operations for our eCommerce brand in the UAE. This is a new role, following successful operations in Europe and the Philippines. The role focuses on operational efficiency, team management, and delivering a high-quality customer experience, particularly in abandoned cart recovery, eCommerce, and supplements. You will work closely with management to establish processes, lead the team, and ensure smooth operations aligned with business goals and US time zone requirements (6 PM - 2 AM UAE time).

3. KEY ACCOUNTABILITIES:

Description

• Set up and manage end-to-end call center operations for the USA market.
• Lead, mentor, and manage the customer support team to ensure high-quality service and customer satisfaction.
• Implement best practices in customer care, abandoned cart recovery, and eCommerce support.
• Coordinate and collaborate with other customer support operations across Europe and the Philippines to maintain consistent standards and processes.
• Regular reporting and performance tracking to management, with actionable recommendations for continuous improvement.
• Monitor KPIs, metrics, and performance reports to ensure operational efficiency.
• Participate in hiring, training, and onboarding of customer support staff.
• Ensure adherence to company policies, compliance, and service standards.
• Identify operational gaps and implement process improvements to enhance efficiency and customer experience.
• Troubleshooting & Problem Solving:
• Identify and resolve issues with VoIP spam filters to ensure uninterrupted communication.
• Telecom Compliance & Registration:
• Handle STIR/SHAKEN registration, 10DLC registration, and Free Caller Registry compliance.
• Caller ID Management:
• Configure Caller ID (CNAM) correctly and manage number rotation strategies for optimal delivery.
• Vendor & Resource Coordination:
• Quickly contact, manage, and coordinate with VoIP engineers, freelancers, or agencies as required to resolve issues.
• Performance Monitoring & Optimization:
• Continuously monitor VoIP performance, identify gaps, and implement solutions to maintain call quality and delivery rates.

4. COMMUNICATIONS & WORKING RELATIONSHIPS:

• Collaborate closely with Product, Marketing, and Operations teams to define project scope and deliverables.
• Coordinate with HR and training teams to ensure staff readiness and capability.
• Communicate regularly with management regarding operational challenges, updates, and performance.
• Liaise with IT or technical support teams to ensure smooth call center systems and infrastructure.
• Participate in team meetings, provide guidance, and support the professional development of team members.

5. QUALIFICATIONS, EXPERIENCE & SKILLS:

Minimum Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.

Experience:

• Minimum 7+ years of experience in call center management, preferably in eCommerce, abandoned cart recovery, or supplements.
• Proven experience in setting up operations in a startup environment.
• Experience managing multi-location or international teams is a plus.

Technical & Professional Skills:

• Strong leadership and team management skills.
• Ability to work flexible hours aligned with US time zones (6 PM - 2 AM UAE time).
• Excellent communication, problem-solving, and decision-making skills.
• Strong understanding of call center operations, KPIs, and reporting.
• Experience implementing process improvements, quality standards, and service best practices.

Preferred Skills:

• Experience with customer support tools, CRMs, or call center management software.
• Knowledge of eCommerce platforms and abandoned cart strategies.
• Familiarity with international customer service standards and compliance requirements.