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operations manager

operations supervisor, fulfilment center operations Jobs in Abu Dhabi

operations supervisor, fulfilment center operations

call center operations manager

Miral Destinations

<div>
 
 The Al Ain Zoo Operations Manager (Call Center) is responsible for the day-to-day management, performance, and continuous optimization of all call center operations for Al Ain Zoo under Miral Destinations&rsquo; sales division.
 
 
 
 
 
 This role ensures that every interaction, whether by phone, email, chat, or social media, reflects world-class service standards and supports Al Ain Zoo&rsquo;s mission of education, conservation, and guest delight. The manager will lead a team in AAZ while working closely with Miral&rsquo;s central teams in Abu Dhabi to align KPIs, service strategies, and business goals.
 
 
 
 
 
 The role is site-dominant (80%), requiring a strong presence at Al Ain Zoo to supervise front-line delivery, monitor guest feedback, provide live reporting to Miral management and manage operational issues in real time. The remaining 20% office time at FWAD is dedicated to management alignment, reporting, presentations, and cross-department collaboration.
 
 
 
 
 
 Driving license &amp; car are required for transportation.
 
 
 
 
 
 
 Leadership and Team Management
 
 
 
 
 
 <ul>
 <li>
 Lead, mentor, and manage.
 </li>
 <li>
 Foster a collaborative and high-performance culture within the team.
 </li>
 <li>
 Provide regular feedback, performance evaluations, and professional development opportunities for staff.
 </li>
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 Act as a point of escalation and reason, relying on a combination of judgement based on experience, data, and company policies to make decisions.
 </li>
 <li>
 Support head of concierge operations to execute initiatives to optimize operations.
 </li>
 <li>
 Develop and launch initiatives to improve customer experience and operational efficiencies, building relationships with key stakeholders including external technology providers.
 </li>
 </ul>
 
 
 
 
 
 Operational Excellence
 
 
 
 
 
 <ul>
 <li>
 Ensure delivery of high-quality omni-channel customer service (phone, email, chat, socials, and on-site guest support).
 </li>
 <li>
 Implement Miral&rsquo;s contact center frameworks within the Al Ain Zoo operation for consistent guest experience delivery.
 </li>
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 Monitor daily service levels, adherence, and CSAT performance.
 </li>
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 Coordinate shift rosters, attendance, and break schedules to ensure coverage and compliance.
 </li>
 </ul>
 
 
 
 
 
 Business Performance and Improvement
 
 
 
 
 
 <ul>
 <li>
 Analyze daily and monthly performance reports and derive insights to enhance service quality and efficiency.
 </li>
 <li>
 Lead process improvement initiatives aligned with the SOW obligations of the Operator Agreement between Miral and ZAPIA for Call Center &amp; Customer Experience Services.
 </li>
 <li>
 Drive continuous improvement plans to optimize AHT, response rates, sales conversion, and guest satisfaction.
 </li>
 </ul>
 
 
 
 
 
 Reporting and Analytics
 
 
 
 
 
 <ul>
 <li>
 Generate bi-weekly and monthly performance presentations on call volumes, SLAs, guest feedback, and operational challenges.
 </li>
 <li>
 Utilize data insights to recommend process enhancements and training priorities.
 </li>
 <li>
 Ensure data integrity across systems (Sprinklr, Genesys, CRM tools) and coordinate with Miral&rsquo;s central reporting team.
 </li>
 </ul>
 
 
 
 
 
 Collaboration and Stakeholder Management
 
 
 
 
 
 <ul>
 <li>
 Act as the primary liaison between Miral and ZAPIA management on all matters relating to Call Center and Guest Experience.
 </li>
 <li>
 Represent the Guest Experience Division in on-site and bi-weekly FWAD meetings to report on KPIs, operational updates, and strategic initiatives.
 </li>
 <li>
 Collaborate with IT, Marketing, Sales, and HR teams to ensure seamless alignment of systems and service standards.
 </li>
 </ul>
 
 
 
 
 
 Compliance &amp; Governance
 
 
 
 
 
 <ul>
 <li>
 Ensure alignment with UAE labor laws, HSSE requirements, and Al Ain Zoo regulations.
 </li>
 <li>
 Comply with the Service Level and Reporting obligations outlined in the SOW for Customer Experience and Call Center Services.
 </li>
 <li>
 Monitor team attendance, leave management, and disciplinary compliance.
 </li>
 </ul>
 
 
 
 
 
 People Development
 
 
 
 
 
 <ul>
 <li>
 Identify training needs and coordinate skill-development programs to build team capability in guest handling and system proficiency.
 </li>
 <li>
 Implement coaching plans for Assistant Managers and Supervisors to support career progression and performance growth.
 </li>
 </ul>
 
 
 
 
 
 Essential:
 
 
 
 
 
 <ul>
 <li>
 Management Diploma or related field or certification in Contact Centre management (COPC)
 </li>
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 3+ years experience in customer service operations, hospitality, or customer experience.
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 1+ years experience in managing business improvement programs.
 </li>
 <li>
 Strong leadership and people management skills.
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 Excellent communication and interpersonal abilities.
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 Analytical mindset with experience in data-driven decision-making.
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 Proficiency in customer service software and tools.
 </li>
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 Strategic thinker with a continuous improvement mindset.
 </li>
 <li>
 Ability to work in a fast-paced and dynamic environment.
 </li>
 <li>
 Fluent in English.
 </li>
 </ul>
 
 
 
 
 
 Desirable:
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Leadership certification.
 </li>
 <li>
 CX certification.
 </li>
 <li>
 Business Improvement Certification(s), i.e. Lean, Design Thinking, Kaizen, Six Sigma
 </li>
 <li>
 Project Management certification
 </li>
 <li>
 Strong understanding of omni-channel customer service environments (e.g., phone, email, chat, and in-person).
 </li>
 <li>
 Exceptional communication and leadership skills with a focus on empathy and coaching.
 </li>
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 Ability to manage multiple priorities and balance team needs with business objectives.
 </li>
 <li>
 Strong analytical and reporting skills to identify performance trends and provide actionable insights.
 </li>
 <li>
 Experience in guest service, customer satisfaction, and team development.
 </li>
 <li>
 Customer service and/or customer experience certification.
 </li>
 <li>
 Hospitality diploma.
 </li>
 <li>
 English and Arabic fluency.
 </li>
 <li>
 Coaching and mentorship skills.
 </li>
 </ul>
 
 
</div>

Call Center Operations Manager

First Abu Dhabi Bank (FAB)

<div>
 
 Company Description
 
 
 
 First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We&rsquo;re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you&rsquo;ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger &ndash; together.
 
 
 
 Job Description
 
 
 
 Core Responsibilities
 
 
 <ul>
 <li>
 Actively sell/cross-sell asset and liability products to new and existing customers
 </li>
 <li>
 Prepare, assess and recommend loan product applications and maintenance requests and forward for approval to Consumer Processing Unit
 </li>
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 Receive and process customer requests (e.g. account opening, NBAD online requests, returned cheque delivery, etc.)
 </li>
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 Encourage customers to build their balances with the bank in order to migrate to higher customer programs
 </li>
 <li>
 Generate leads for Elite and Elite Gold programs by referring eligible and potential customers to Elite lounges and centres
 </li>
 <li>
 Educate Classic and Advantage customers about automated channels including ATM, call centre and NBAD online and promote their migration to these channels
 </li>
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 Attract new customers to branch through personal relations and existing customer referrals
 </li>
 <li>
 Respond to call center regarding customer inquiries forwarded
 </li>
 <li>
 Meet individual sales targets
 </li>
 <li>
 Participate in and potentially lead daily retail sales team meetings
 </li>
 <li>
 Online &amp; Mobile Banking: - Achieves monthly target to onboard customers to Online/Mobile application by actively encouraging all customers to use alternative channels such as ATM/CDM/Mobile/Online banking to reduce traffic in branch as well as call center calls &amp; carryout online demonstration and assist with mobile app demo and customer download
 </li>
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 NPS: - Ensure assigned NPS target is achieved by representing FAB values and following customer obsessed methodology to ensure high level of customer experience at all times with zero customer complaints.
 </li>
 <li>
 Interaction with colleagues/ internal stakeholders and ensure completion of Mandatory trainings
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 High School graduated
 </li>
 <li>
 2 years&rsquo; relevant experience in banking sector.
 </li>
 <li>
 Familiarity with bank products, customer experience and related policies and procedures
 </li>
 </ul>
</div>

Customer Service Officer

Urban Scope Building Maintenance LLC

Job Title: Female Call Center Executive/ Marketing Location: Khalidiya, Abu Dhabi Salary: AED 3,000 &ndash; AED 4,000 (Based on Experience) Availability: Immediate Joiners Preferred Languages Required: Arabic and English (Fluent) Contract Type: Full-TimeJob Overview:We are hiring a bilingual Call Center Executive (Arabic &amp; English) for a full-time role in Khalidiya. The position focuses exclusively on incoming calls. The ideal candidate will provide accurate information about company services, professionally handle customer inquiries, and ensure all requests are properly directed to the relevant departments.Key Responsibilities:<ul><li>Answer incoming calls promptly and professionally in Arabic and English</li><li>Provide clear, accurate information about services offered</li><li>Listen actively and collect essential details from customer inquiries</li><li>Record and forward inquiries or service requests to the appropriate department</li><li>Maintain detailed and organized records of all calls and communications</li><li>Deliver excellent customer service and maintain a polite and helpful tone</li><li>Follow internal procedures and ensure timely follow-up when needed</li></ul>Requirements:<ul><li>Fluent in Arabic and English (both spoken and written)</li><li>Prior call center or customer service experience preferred</li><li>Immediate availability to join</li><li>Excellent verbal communication and listening skills</li><li>Strong attention to detail and organizational skills</li><li>Ability to use basic computer systems and CRM tools</li></ul>Job Type: Full-timePay: AED3,000.00 - AED4,000.00 per month

Call Center Agent

The Wave Lounge Beauty Spa

JOB VACANCY FOR CALL CENTRE AGENT/RECEPTIONIST FOR CLEANING &amp; MEP COMPANYThe Call Center Agent is responsible for handling inbound and outbound calls, assisting clients with booking appointments, providing information about salon/spa services, addressing customer inquiries and concerns, and managing staff transportation. This role requires excellent communication skills, professionalism, and the ability to maintain a positive customer experience. The Call Center Agent plays a key role in ensuring high customer satisfaction, retention, and efficient service coordination. Adheres to all company policies and SOP&rsquo;s.Key Responsibilities:1. Customer Service &amp; Call Handling2. Appointment Scheduling &amp; Coordination3. Sales &amp; Upselling4. Data Entry &amp; Record-Keeping5. Customer Feedback &amp; Satisfaction6. Compliance &amp; Quality Assurance7. Technical &amp; System Proficiency8. Transportation CoordinationWork Schedule &amp; Expectations<ul><li>Flexible working hours, including evenings, weekends, and peak business periods as required.</li><li>Active participation in team meetings, training sessions, and performance reviews.</li><li>Maintain a professional and friendly demeanor at all times.</li></ul>QUALIFICATIONS/REQUIREMENTS<ul><li>Minimum 3-4 years&rsquo; experiences in a Reception or Customer Services role, preferably in a CLEANING &amp; MEP Company (Homeservice)</li><li>Minimum 2 years&rsquo; experience in a call centre.</li><li>Minimum 2 years&rsquo; experience in handling POS.</li><li>Strong computer skills and knowledge of Excel and Outlook.</li><li>Ability to manage work flow and priorities</li><li>High level of customer service</li><li>Highly articulate</li><li>Flawless communication skills</li><li>Sitting for extended periods of time</li><li>A HOMESERVICE call centre experience is a plus</li></ul>Job Type: Full-timePay: AED2,500.00 - AED3,000.00 per month

Confidential Jobs

<div>
 
 
 Role Summary
 
 
 
 The Contact Center Senior Manager leads all customer service operations, ensuring seamless, high-quality support across multiple communication channels. This role focuses on delivering exceptional customer experiences, optimizing performance, and driving operational efficiency while fostering a motivated and high-performing team.
 
 
 
 Key Responsibilities
 
 
 
 
 Leadership &amp; Operations
 
 
 <ul>
 <li>
 Oversee day-to-day contact center operations, ensuring KPIs and SLAs are consistently achieved.
 </li>
 <li>
 Lead, coach, and develop a team of managers and agents to maintain high service standards.
 </li>
 <li>
 Manage escalations effectively and ensure prompt resolution of complex issues.
 </li>
 <li>
 Continuously improve processes, technology, and people performance.
 </li>
 </ul>
 
 
 Customer Experience
 
 
 <ul>
 <li>
 Drive customer satisfaction and service excellence across all channels (calls, chat, email, social).
 </li>
 <li>
 Monitor and improve key metrics such as CSAT, quality, and response time.
 </li>
 <li>
 Implement proactive feedback and complaint management processes.
 </li>
 </ul>
 
 
 Performance &amp; Reporting
 
 
 <ul>
 <li>
 Analyze performance data and prepare regular operational reports for management.
 </li>
 <li>
 Use insights to identify improvement areas and ensure data-driven decision-making.
 </li>
 <li>
 Collaborate with internal teams to meet client goals and optimize resource planning.
 </li>
 </ul>
 
 
 Stakeholder &amp; Employee Engagement
 
 
 <ul>
 <li>
 Act as a main contact for internal and external partners, ensuring smooth coordination.
 </li>
 <li>
 Build vendor relationships and ensure service compliance.
 </li>
 <li>
 Promote a positive, engaging work culture that supports employee growth and satisfaction.
 </li>
 </ul>
 
 
 Innovation &amp; Improvement
 
 
 <ul>
 <li>
 Implement new technologies and automation to enhance efficiency and service delivery.
 </li>
 <li>
 Lead continuous improvement initiatives to boost productivity and customer experience.
 </li>
 </ul>
 
 
 Qualifications &amp; Skills
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration or related field.
 </li>
 <li>
 Minimum 5 years in a contact center or customer service leadership role.
 </li>
 <li>
 Strong experience managing large teams in a fast-paced, customer-focused environment.
 </li>
 <li>
 Excellent analytical, communication, and stakeholder management skills.
 </li>
 <li>
 Familiarity with contact center tools and platforms (e.g., Genesys, CRM systems).
 </li>
 <li>
 
 
 Certification in contact center operations (COPC, Six Sigma, etc.) is Mandatory
 
 
 .
 </li>
 <li>
 Fluency in English; Arabic is an advantage.
 </li>
 </ul>
 
 
</div>

Contact Center Senior Manager

Miramar Real Estate Management

Call Center Agent &ndash; Arabic Speaker OnlyLocation: Abu Dhabi / DubaiSalary: 3,500 &ndash; 5,000 AED + Attractive Commission StructureJob Type: Full-TimeAbout the RoleWe are looking for a motivated Arabic-speaking Call Center Agent to join our team. You will be responsible for handling inbound and outbound calls, assisting clients, providing information, and supporting the sales team to achieve company goals.ResponsibilitiesHandle inbound customer inquiries professionally and efficientlyMake outbound calls to potential leads and existing clientsSchedule appointments and follow up on inquiriesProvide accurate information about services/productsMaintain CRM records and update client detailsWork closely with the sales team to support conversionsMeet daily/weekly targets for calls, follow-ups, and lead generationRequirementsArabic speaker (mandatory)Strong communication and customer service skillsAbility to handle pressure and multitask1-2 years Experience is a mustBasic computer skills and CRM knowledgePositive attitude, teamwork mindset, and strong work ethicWhat We OfferCompetitive salary: 3,500 &ndash; 5,000 AEDHigh commission structure based on performanceGrowth opportunitiesSupportive and professional work environmentHow to ApplySend your CV to: hr@miramar-uae.comJob Type: Full-timePay: AED3,500.00 - AED5,000.00 per month

Seven Stars Filter Factory

(Female Arab Speaking) We are seeking dedicated and customer-focused individuals to join our real estate call center team. As a Real Estate Call Center Agent, you will be responsible for handling incoming and outgoing calls related to real estate inquiries, providing exceptional customer service, and assisting clients with their property needs. This position requires excellent communication skills, a professional demeanor, and the ability to work in a fast-paced environment.Responsibilities:1. Answer incoming calls from clients and prospective buyers or sellers and provide accurate and detailed information about available properties, pricing, and the real estate process.2. Make outbound calls to follow up with leads, schedule property showings, and confirm appointments with agents or brokers.3. Build rapport and establish relationships with clients to understand their specific needs and preferences in order to offer personalized real estate solutions.4. Assist clients in navigating through the real estate buying or selling process, including explaining paperwork, procedures, and legal requirements.5. Manage a high volume of calls, emails, and other forms of communication promptly and professionally, ensuring all inquiries are addressed in a timely manner.6. Maintain accurate and up-to-date client information and interactions in the CRM system.7. Collaborate with real estate agents, brokers, and other team members to ensure seamless communication and provide support as needed.8. Identify and escalate potential issues or concerns to the appropriate parties within the organization.9. Stay informed about current real estate market trends, industry regulations, and company policies to provide accurate and reliable information to clients.10. Achieve individual and team performance targets, such as call volume, conversion rates, and customer satisfaction metrics.WhatsApp # &quot;0569261077&quot;Job Type: Full-timePay: AED2,000.00 - AED2,500.00 per monthLanguage:<ul><li>English and Arabic (Required)</li></ul>

Explore 1194+ Call center operations manager in Abu Dhabi this December. Find roles across top companies and apply now to boost your career.

1194 call center operations manager jobs IN Abu Dhabi

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