sales manager

operations manager

office manager

call center agent

front office supervisor

call center operations manager

Gibraltar Technologies LLC

We are seeking a highly experienced and results-driven Call Center Manager who is fluent in Arabic and English to lead our customer service operations. The ideal candidate will have a strong background in managing high-performing call centers and a proven track record of aligning operations with the Global Star Rating System (7-star excellence standards) or similar frameworks.<h3>Key Responsibilities:</h3><h4>� Operational Leadership</h4><ul><li>Lead, coach, and manage the daily operations of the call center team to ensure top-tier service delivery.</li><li>Set and monitor KPIs (First Call Resolution, Average Handling Time, CSAT, NPS, etc.) aligned with Global Star Rating benchmarks.</li><li>Optimize workforce management, shift scheduling, and resource allocation for 24/7 coverage (if applicable).</li></ul><h4>⭐ Customer Experience Excellence</h4><ul><li>Drive a customer-first culture, ensuring service quality exceeds customer expectations.</li><li>Implement feedback loops and continuous improvement strategies based on customer insights and analytics.</li><li>Monitor customer interactions and ensure compliance with quality assurance standards.</li></ul><h4>� Strategy & Compliance</h4><ul><li>Develop and execute strategies to achieve or maintain a 5 or 7-star rating under the Global Star Rating system or similar frameworks.</li><li>Ensure full compliance with industry regulations, privacy standards, and service protocols.</li><li>Work closely with CX consultants or auditors if undergoing certification.</li></ul><h4>� Team Development</h4><ul><li>Recruit, train, and mentor call center agents and team leaders.</li><li>Establish performance plans and conduct regular evaluations.</li><li>Foster a high-performance culture and employee engagement.</li></ul><h4>� Reporting & Analysis</h4><ul><li>Prepare and present weekly/monthly performance reports to senior management.</li><li>Analyze trends and recommend actionable insights for process optimization.</li></ul><h3>Required Qualifications:</h3><ul><li>Bachelor&#x27;s degree in Business Administration, Communications, or a related field. MBA is a plus.</li><li>Fluent in Arabic and English (spoken and written).</li><li>5–8+ years of experience in a call center management role, preferably in a government entity, telecom, banking, or service-oriented organization.</li><li>Demonstrated success in achieving high customer satisfaction scores and meeting Global Star Rating or similar excellence benchmarks.</li><li>Strong knowledge of CRM systems, call center software, and reporting tools.</li><li>Exceptional leadership, communication, and conflict resolution skills.</li></ul><h3>Preferred:</h3><ul><li>Experience working in the GCC or with government service centers (especially UAE).</li><li>Exposure to EFQM, ISO 18295, COPC, or Global Star Rating certification processes.</li><li>Background in managing bilingual teams or multi-channel contact centers (voice, chat, email, social).</li></ul>

Call Center Manager (Arabic Speaking only)

Seline Clinic

ABOUT THE COMPANY: Seline Clinic, a prestigious full-cycle aesthetic medical clinic, is expanding into the heart of the Middle East. We are seeking an experienced &quot;Call Center Manager&quot; to join our dynamic team. The Call Center Manager will oversee the day-to-day operations of our call center, ensuring smooth communication between the clinic and its clients while maintaining a high standard of customer service.JOB DESCRIPTION:Team Management &amp; Leadership:<ul><li>Lead, manage, and motivate a team of Call Center Agents to meet performance targets and ensure high-quality service.</li><li>Foster a positive and supportive team environment, providing coaching, feedback, and professional development opportunities for agents.</li><li>Monitor and evaluate team performance through regular one-on-ones, performance reviews, and reporting.</li><li>Organize and implement training sessions for new and existing staff to ensure they are equipped with the necessary tools and knowledge to succeed.</li><li>Implement effective strategies to drive agent productivity, engagement, and morale.</li></ul>Customer Support Oversight:<ul><li>Ensure the call center team handles customer inquiries, complaints, and requests efficiently while maintaining a high level of professionalism.</li><li>Address customer issues that require escalation and ensure a positive resolution.</li><li>Ensure that agents are delivering on the clinic&rsquo;s promise of creating a welcoming, supportive, and empathetic experience for patients.</li><li>Maintain a hands-on approach by occasionally stepping into customer interactions to lead by example and support the team.</li></ul>Process Improvement &amp; Reporting:<ul><li>Analyze and evaluate the performance of the call center through data-driven insights to identify trends, bottlenecks, and areas for improvement.</li><li>Develop and implement strategies to enhance customer service processes and improve patient satisfaction.</li><li>Ensure all customer interactions are recorded accurately and efficiently, and that data is used to identify opportunities for improvement.</li><li>Prepare and submit daily, weekly, and monthly performance reports to the upper management.</li><li>Work closely with other departments to ensure smooth communication and streamlined processes.</li></ul>Multichannel Communication Management:<ul><li>Oversee communication across multiple channels including phone, email, live chat, and social media to ensure consistent, professional service delivery.</li><li>Ensure timely and accurate responses to patient inquiries across all communication platforms, meeting response time goals.</li></ul>Product/Service Knowledge:<ul><li>Maintain up-to-date knowledge of the clinic&rsquo;s services, promotions, and pricing to ensure that team members can accurately communicate value propositions to potential clients.</li><li>Ensure that the team can clearly explain services, packages, and offers to patients and respond to questions regarding aesthetics procedures and treatments.</li></ul>Quality Assurance:<ul><li>Continuously review and assess call quality to ensure that agents adhere to clinic standards and company protocols.</li><li>Implement a robust quality assurance system to monitor and evaluate agent performance, providing feedback to ensure consistency in customer service delivery.</li><li>Regularly review agent-client interaction logs and assess customer feedback to identify areas for improvement.</li></ul>Cross-Selling and Upselling Strategy:<ul><li>Ensure the team is effectively identifying opportunities for cross-selling and upselling additional services or products to clients, maximizing revenue potential.</li><li>Help set and meet sales targets and KPIs for the call center while maintaining the highest levels of customer satisfaction.</li></ul>Follow-Up and Coordination:<ul><li>Establish clear procedures for follow-ups and coordination between call center agents, other clinic departments, and external vendors.</li><li>Monitor follow-up procedures to ensure leads are nurtured, appointments are scheduled, and customer issues are resolved promptly.</li><li>Work with marketing and sales teams to ensure promotional campaigns are executed efficiently and feedback is shared to improve strategies.</li></ul>Team Collaboration &amp; Communication:<ul><li>Collaborate with other departments to resolve issues and optimize client experiences, ensuring smooth and efficient operations within the clinic.</li><li>Serve as the main point of contact for the clinic&rsquo;s leadership team for all issues related to customer service and call center performance.</li><li>Work closely with HR to ensure appropriate staffing levels and provide feedback on team performance, development, and hiring needs.</li></ul>JOB REQUIREMENTS:<ul><li>Bachelor&rsquo;s Degree.</li><li>Minimum 4 years of experience in managing a call center, ideally in the UAE, preferably within the healthcare or aesthetic clinic industry.</li><li>Proven track record of leading and achieving sales and customer service targets.</li><li>Strong leadership and team management skills, with experience in coaching and developing employees.</li><li>Exceptional communication skills, both written and verbal, with the ability to handle escalations professionally.</li><li>Ability to multi-task, set priorities, and manage time effectively in a fast-paced environment.</li><li>Strong analytical skills with the ability to interpret data, create reports, and drive actionable improvements.</li><li>Excellent organizational and interpersonal skills, with a client-first mindset.</li><li>Experience in aesthetics or healthcare services in Dubai is highly preferred.</li><li>Russian language proficiency is a plus.</li><li>Familiarity with CRM systems, call center software, and data analytics tools.</li></ul>COMPENSATION &amp; REWARDS:<ul><li>Highly competitive compensation with local benefits.</li><li>Strong incentive scheme tied to team and individual performance.</li><li>Opportunities for career growth and professional development within the clinic&rsquo;s expanding operations.</li><li>KPIs based on call handling, customer satisfaction, and sales targets.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>What is your notice period?</li><li>What is your salary expectation in AED?</li><li>How many years of experience do you have in Aesthetic Clinic industry?</li></ul>

Call Center Manager

American Hospital Dubai

Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai's mission and values, contributing to a seamless patient experience and efficient imaging workflow. Responsibilities <ul><li>Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.</li><li>Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.</li><li>Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.</li><li>Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.</li><li>Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.</li><li>Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.</li><li>Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.</li><li>Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.</li><li>Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.</li><li>Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.</li><li>Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.</li><li>Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.</li><li>Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.</li><li>Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.</li><li>Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.</li><li>Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.</li><li>Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.</li><li>Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.</li><li>Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.</li></ul> Qualifications <ul><li>Bachelor's Degree in Communications or realated field.</li><li>Diploma or other educational certificate in Call Centre Management/Operation preferred.</li></ul>PROFESSIONAL EXPERIENCE:<ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.</li><li>Experienced in the use and troubleshooting of computerised telephonic systems.</li><li>Significant exposure to Customer Excellence Programme methodologies.</li><li>Excellent oral, written and comprehension of the English language is essential.</li><li>Ability to converse effectively in the Arabic Language preferred.</li></ul>

Concentrix

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic) Apply NowJob Title:Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)Job DescriptionThe Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Essential Functions/Core Responsibilities • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)• Create and maximize relationships with client partners• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements• Attend business reviews with the client• Handle a team of team leaders Candidate Profile • Bachelor Degree in related field with more than 3 years of experience.• Call center experience within real estate sector preferred• Bilingual English (B2 + level ) and Arabic speaker .• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal• Work well under pressure and follow through on items to completion while maintaining professional demeanor• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment• Demonstrated ability to mentor, coach and provide direction to a team of employees• Willingness to work a flexible schedule Career Framework Role Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.Location:ARE Dubai - Property# BCB2 515, Dubai CommerCityLanguage Requirements:Time Type:If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsApply Now

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)

ARMADA PHARMACY DMCC

Manage large amounts of inbound and outbound calls in a timely manner Follow communication scripts when handling different topics Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell the services Entering accurate and detailed data into the system Meeting key performance indicators, like call to resolution time, customer satisfaction(CSAT), Average Handling Time (AHT), etc. Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets Qualifications: Bachelor s Degree (Medical / Healthcare Background preferred) Experience : Similar work experience in UAE for 2 to 3 years.

Call Center Executive

First Abu Dhabi Bank (FAB)

Company Description Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry. Job Description JOB PURPOSE: To serve customers by providing product and service information; resolving product and service issues while maintaining high-quality standards. To ensure the financial and reputational integrity of the organization and provide end-to-end solutions for an improved customer service experience. The role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues. Specific Job Responsibilities <ol> <li>Provide excellent customer service by attending to incoming calls within quality guidelines.</li> <li>Handle and resolve customer complaints to their satisfaction within the defined authority limits and escalate as per process.</li> <li>Recommend potential products or services to management by collecting customer information and analyzing their needs.</li> <li>Ensure the quality of inbound/outbound calls by achieving set targets in service standards and customer satisfaction scores.</li> <li>Contribute to the business by generating new prospects/leads and upselling FAB products.</li> <li>Maintain customer records by updating customer history through service requests, complaints, and notes.</li> <li>Maintain confidentiality of the bank's customers and data.</li> <li>Ensure the business complies with the bank's policies and standards, as well as local laws and regulations.</li> <li>Attend to special tasks assigned by team leaders and managers.</li> <li>Demonstrate flexibility in adhering to scheduled shifts and on-call/unplanned shifts to meet service level and abandoned rate targets.</li> <li>Ensure punctuality, adherence to policies and procedures, and discipline within the center.</li> </ol>

Call Center Executive - Emiratized Role

E V S ELECTRIC VEHICLE SERVICES

Company: EVS &ndash; Electric Vehicle Services Position: Relationship Manager &ndash; VIP Customers (Call Center) Location: Temporary &ndash; Al Quoz, Dubai | Main Location &ndash; Dubai Investment Park (DIP) Department: Customer Service / Call Center Reports to: Call Center Manager / Head of Customer ExperienceRole Overview:EVS &ndash; Electric Vehicle Services is looking for a Relationship Manager &ndash; VIP Customers to join our Call Center team. This role is dedicated to delivering a premium experience for our VIP clientele, ensuring seamless communication, quick issue resolution, and long-term customer loyalty.Key Responsibilities:<ul><li>Handle inbound and outbound calls for VIP customers, ensuring priority service.</li><li>Build and maintain strong relationships by providing personalized support.</li><li>Manage escalated issues and resolve them promptly with professionalism.</li><li>Coordinate with operations, finance, and service teams to meet customer needs.</li><li>Keep up-to-date knowledge of EVS services, products, and policies.</li><li>Record and monitor customer feedback, highlighting trends for improvement.</li><li>Meet and exceed KPIs on service quality, response times, and retention.</li></ul>Qualifications &amp; Skills<ul><li>Bachelor&rsquo;s degree preferred (Business, Marketing, Communications, or related).</li><li>2&ndash;4 years of experience in customer service, call center, or relationship management (VIP/priority customers is an advantage).</li><li>Excellent communication and interpersonal skills.</li><li>Strong problem-solving and conflict-resolution ability.</li><li>Familiarity with CRM/call center software.</li><li>Fluency in English; Arabic - MANDATORY</li></ul>Key Competencies:<ul><li>Service excellence with a customer-first approach.</li><li>Professionalism, empathy, and patience.</li><li>Ability to multitask and manage priorities.</li><li>High emotional intelligence and proactive mindset.</li></ul>Work Details:<ul><li>Location: Temporary in Al Quoz, Dubai | Main office in DIP (Dubai Investment Park)</li><li>Working Hours: 9:00 AM &ndash; 6:00 PM</li><li>Weekly Off: Friday</li><li>Salary Range: AED 3,000 &ndash; AED 5,000 (based on experience)</li></ul>Job Type: Full-timePay: AED4,000.00 - AED5,000.00 per month

Relationship Manager – VIP Customers (Call Center) NATIVE ARABIC/ ENGLISH SPEAKER ONLY

Explore 7142+ Call center operations manager in Dubai this November. Find roles across top companies and apply now to boost your career.

7142 call center operations manager jobs IN Dubai

Call Center Manager (Arabic Speaking only)

Call Center Manager

Call Center Manager

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)

Call Center Executive

Call Center Executive - Emiratized Role

Relationship Manager – VIP Customers (Call Center) NATIVE ARABIC/ ENGLISH SPEAKER ONLY