sales manager

operations manager

front office supervisor

commercial manager

office manager

contact center manager

Nissan Motor Corporation

<div>
 Job Title Section Manager - Regional Customer Contact Center
 
 
 Department Customer Excellence - (CQ)
 
 
 Function Section Manager RCCC
 
 
 Legal Entity NMEF
 
 
 Location Dubai, UAE
 
 
 Level EVP - 7
 
 
 Direct Manager DGM - Customer Quality
 
 
 Manager's Manager DGM - Customer Quality
 
 
 Functional Reporting GM - Customer Excellence
 
 
 
 Mission &amp; Main Objectives
 
 
 
 <ul>
 <li>
 Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers
 </li>
 <li>
 Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;
 </li>
 <li>
 Track, escalate and manage Connected Car Services (CCS) complaints and issues
 </li>
 <li>
 Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions
 </li>
 <li>
 Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases
 </li>
 <li>
 Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI
 </li>
 <li>
 Relay related customer inquiries to respective RBU's / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales, Aftersales, and other business opportunity related inquries
 </li>
 <li>
 Monitor and deliver (if necessary) brand, product, and process related training for RCCC agents
 
 
 </li>
 </ul>
 
 Main tasks and responsibilities
 
 (Scope : tasks related to both NISSAN and INFINITI)
 
 
 <ul>
 <li>
 Design and manage the complaints management and escalation process internally and across the NSCs
 </li>
 <li>
 Manage the RCCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIS and reports; manage agent training needs;
 </li>
 <li>
 Managing RCCC agent operation Quality such as agent suc as team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries
 </li>
 <li>
 Prepare management reports relative to call center performance and operational improvements
 </li>
 <li>
 Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.
 </li>
 <li>
 Lead the call center agents for cross-functional support from various departments involved in the problem resolution process
 </li>
 <li>
 Administer Sales Force utilization for RCCC which indclude creation of reporting templates, managing users, system training, process mapping, dashboard creation and report generation
 </li>
 <li>
 Monitor QVOC tool for hot alerts and pending cases
 </li>
 <li>
 Keep track and update RCCC knowledge files for reference
 </li>
 <li>
 Handle and support all related CCS cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS
 </li>
 <li>
 Attend Regional calls to identify best ideas to enhance RCCC operational performance
 </li>
 <li>
 Implement new technology tools, processes, or workflows to enhance efficiency and customer experience
 
 
 </li>
 </ul>
 
 Country Specifics
 
 
 
 NISSAN : NMEF markets
 
 
 INFINITI : I-ME Markets
 
 
 
 KPIs
 
 
 
 <ul>
 <li>
 Case resolution
 </li>
 <li>
 Case closure
 </li>
 <li>
 Hot alert closure
 </li>
 <li>
 Case closure satisfaction
 
 
 </li>
 </ul>
 
 Background &amp; Skills Required
 
 
 
 
 Background &amp; Experience (years)
 
 
 
 S
 
 pecific technical skills
 
 
 
 <ul>
 <li>
 Automotive, Call Center Operations or CRM background;
 </li>
 <li>
 Arabic speaker;
 </li>
 <li>
 Leadership experience in previous role and advantage
 </li>
 <li>
 Competency in various software applications (Salesforce, excel, ppt)
 
 
 </li>
 </ul>
 
 Behavioural Competencies Required
 
 
 
 <ul>
 <li>
 Emphathetical and Customer service oriented
 </li>
 <li>
 Able to work with multiple cross functional team
 </li>
 <li>
 Team Management
 </li>
 <li>
 Results driven
 
 
 </li>
 </ul>
 Dubai United Arab Emirates
</div>

Section Manager - Regional Customer Contact Center

Nissan

<div>Job Title Section Manager - Regional Customer Contact Center 
 
Department Customer Excellence - (CQ) 
 
Function Section Manager RCCC 
 
Legal Entity NMEF 
 
Location Dubai, UAE 
 
Level EVP - 7 
 
Direct Manager DGM - Customer Quality 
 
Manager's Manager DGM - Customer Quality 
 
Functional Reporting GM - Customer Excellence 
 
Mission &amp; Main Objectives 
<ul><li>
Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers</li><li>
Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;</li><li>
Track, escalate and manage Connected Car Services (CCS) complaints and issues</li><li>
Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions</li><li>
Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases</li><li>
Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI</li><li>
Relay related customer inquiries to respective RBU's / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales, Aftersales, and other business opportunity related inquries</li><li>
Monitor and deliver (if necessary) brand, product, and process related training for RCCC agents</li></ul> 

Main tasks and responsibilities (Scope : tasks related to both NISSAN and INFINITI) 
<ul><li>
Design and manage the complaints management and escalation process internally and across the NSCs</li><li>
Manage the RCCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIS and reports; manage agent training needs;</li><li>
Managing RCCC agent operation Quality such as agent suc as team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries</li><li>
Prepare management reports relative to call center performance and operational improvements</li><li>
Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.</li><li>
Lead the call center agents for cross-functional support from various departments involved in the problem resolution process</li><li>
Administer Sales Force utilization for RCCC which indclude creation of reporting templates, managing users, system training, process mapping, dashboard creation and report generation</li><li>
Monitor QVOC tool for hot alerts and pending cases</li><li>
Keep track and update RCCC knowledge files for reference</li><li>
Handle and support all related CCS cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS</li><li>
Attend Regional calls to identify best ideas to enhance RCCC operational performance</li><li>
Implement new technology tools, processes, or workflows to enhance efficiency and customer experience</li></ul> 

Country Specifics
 
 
NISSAN : NMEF markets 
 
INFINITI : I-ME Markets 
 
KPIs 
<ul><li>
Case resolution</li><li>
Case closure</li><li>
Hot alert closure</li><li>
Case closure satisfaction</li></ul> 

BACKGROUND &amp; SKILLS REQUIRED 
 
Background &amp; Experience (years) 
 
Specific technical skills 
<ul><li>
Automotive, Call Center Operations or CRM background;</li><li>
Arabic speaker;</li><li>
Leadership experience in previous role and advantage</li><li>
Competency in various software applications (Salesforce, excel, ppt)</li></ul> 

Behavioural Competencies Required
 
<ul><li>Emphathetical and Customer service oriented</li><li>
Able to work with multiple cross functional team</li><li>
Team Management</li><li>
Results driven</li></ul> 
Dubai United Arab Emirates</div>

Sheraton Grand Hotel, Dubai

<div>
 
 
 POSITION PURPOSE
 
 
 
 Based on Sheraton Brand Standards:
 
 <ul>
 <li>
 To ensure a high level of Product Knowledge among Guest Contact Center team.
 </li>
 <li>
 Supervise all Guest Contact Center team&rsquo;s performance.
 </li>
 <li>
 Handling all normal duties related to the Guest Contact Center department and Empower guest experience program in line with Sheraton Brand Standards.
 </li>
 <li>
 To develop a thorough knowledge of the Front Office department&rsquo;s operation and to work close with the other departments of the Hotel.
 </li>
 <li>
 Ensure that all related tasks assigned to Guest Contact Center are accurately and efficiently performed.
 </li>
 <li>
 Act proactively to solve guest&rsquo;s complaints, issues and/or defects.
 </li>
 <li>
 Keep the Guest Contact Center equipment (switchboards, faxes, photocopier, let&rsquo;schat phone, satellite phone etc.) in excellent functional condition at all times.
 </li>
 <li>
 Monitor, Control and ensure consistent proper communication of emergency situations to the hotel department heads.
 </li>
 </ul>
 
 
 
 
 ESSENTIAL FUNCTIONS
 
 <ul>
 <li>
 Ensure that services provided are in harmony with our Sheraton &amp; Marriott core values, complying with hospitality brand standards.
 </li>
 <li>
 Ensure that our guests receive an on brand personalized experience over the phone, Let&rsquo;schat and GXP chat.
 </li>
 <li>
 Acknowledge and recognize loyal members and deliver the appropriate welcome over the phone Let&rsquo;schat and GXP chat.
 </li>
 <li>
 Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the QA &amp; Forbes &amp; Let&rsquo;schat and IFH inspection.
 </li>
 <li>
 Live the Sheraton Brand Differentiators (Sheraton Signature sleep Experience, Sheraton Fitness, Paired, and Sheraton Club).
 </li>
 <li>
 100% daily usage of the Guest planning screen report to deliver global personalized service successfully to our guests.
 </li>
 <li>
 Ensure strong knowledge of: (knowledge test results to reach 90% or above)
 </li>
 </ul>
 
 Loyalty Membership guest tiers and benefits
 
 
 Check out for children program.
 
 
 Make a green choice program and maintain a proper tracking and issuing guests&rsquo; vouchers.
 
 <ul>
 <li>
 Ensure smooth and clear communication between Guest Contact Center and the rest of the hotel.
 </li>
 <li>
 Maintain and share monthly updated extensions list.
 </li>
 <li>
 Ensure compliance with PCI policies.
 </li>
 <li>
 Ensure that guests&rsquo; requests are fulfilled and closed in GXP within 15 minutes as average response time.
 </li>
 <li>
 Ensure guests&rsquo; Negative cases are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
 </li>
 <li>
 Use GXP to update guests&rsquo; profiles with service requests, Negative cases, preferences and any other comments/information acquired during stay.
 </li>
 <li>
 Monitor GuestVoice WhatsApp group :
 </li>
 </ul>
 
 Update the accurate associate group members
 
 
 Ensure all guests negative cases updated on GXP and issues are efficiently solved and guests are satisfied.
 
 <ul>
 <li>
 Be aware of the hotel Fire and Emergency procedures, ensure to achieve 100% in sera audit.
 </li>
 <li>
 Monitor emergency channels (emergency line, fire alarm Messages) and update emergency team.
 </li>
 <li>
 Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
 </li>
 <li>
 Trouble Shoot and/or assist guests with internet issues.
 </li>
 <li>
 To have a very strong knowledge about hotel features, facilities, services and daily happenings&rsquo;.
 </li>
 <li>
 Conduct the emergency response audit to other hotel associate following product knowledge calendar.
 </li>
 <li>
 To handle the associate hotline whenever human resources are not available.
 </li>
 <li>
 To handle hotel main email address and to dispatch the emails to concerned departments in timely manner.
 </li>
 <li>
 To maintain the Guest Contact Center area clean and tidy and report and potential hazard.
 </li>
 <li>
 To keep his/her equipment in a good condition.
 </li>
 <li>
 To answer all incoming calls within 3 rings using Sheraton Brand Standards script.
 </li>
 <li>
 To handle calls transfers according to the Sheraton Brand Standards.
 </li>
 <li>
 To maintain an accurate wakeup call sheet and to handle wake up calls with efficiency and according to the Sheraton Brand Standards.
 </li>
 <li>
 To handle incoming and outgoing faxes according to the Sheraton Brand Standards.
 </li>
 <li>
 To ensure PCI compliance
 </li>
 <li>
 Assist the hotel revenue by selling the hotel rooms and outlets by taking the overflow calls whenever rooms, F&amp;B reservation and sales associates not available by taking message and arrange a call back.
 </li>
 <li>
 Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
 </li>
 <li>
 Build positive, effective and on brand relationships with internal and external customers.
 </li>
 <li>
 Actively participate in the hotel sustainability, community and OI activities.
 </li>
 <li>
 Ensure proper grooming of his/her associates at all times as per hotel guidelines
 </li>
 <li>
 Ensure effective and efficient communication within the department and with the other hotel departments.
 </li>
 </ul>
 
 
 
 
 
 SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
 
 
 <ul>
 <li>
 Computer Skills
 </li>
 <li>
 Opera knowledge
 </li>
 <li>
 GXP knowledge
 </li>
 <li>
 Team work spirit
 </li>
 <li>
 Excellent command of English
 </li>
 <li>
 Additional language will be an advantage
 </li>
 <li>
 Excellent communication and follow up skills
 </li>
 <li>
 Prompt and caring with guest services experience
 </li>
 <li>
 Honesty, integrity and dependability
 </li>
 </ul>
 
 
 
 
 
 QUALIFICATION STANDARDS
 
 
 
 We do expect that you do have the experiences/ behaviors below. You:
 
 <ul>
 <li>
 Totally embrace the philosophy of guest and customer service and owns the guests;
 </li>
 <li>
 Identify yourself with the hotel&rsquo;s brand and operating philosophy;
 </li>
 <li>
 Possess a warm and friendly demeanor;
 </li>
 <li>
 Strive to achieve satisfaction and delight of our customers;
 </li>
 <li>
 Are detail oriented;
 </li>
 <li>
 Thrive on pride of work and its product;
 </li>
 <li>
 Play as a team to achieve common goals;
 </li>
 <li>
 Have immaculate personal presentation e.g. grooming and conversational ability;
 </li>
 <li>
 Demonstrate self-confidence, energy and enthusiasm;
 </li>
 <li>
 Have a strong ability to learn skills, retain and demonstrate learning;
 </li>
 <li>
 Uphold ethical business practices.
 </li>
 </ul>
 
 
 
 
 
 EDUCATION
 
 
 
 Bachelor degree required.
 
 
 
 
 
 
 PSYCHICAL CONDITION REQUIRED FOR YOUR ROLE
 
 
 
 Ability to sit and focus for long hours.
 
 
 
</div>

Guest Contact Center, Supervisor

Sukoon Insurance

<div>
 
 
 Job Summary:
 
 
 <ul>
 <li>
 Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
 </li>
 <li>
 Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
 </li>
 </ul>
 
 
 
 
 
 Job Accountabilities:
 
 
 <ul>
 <li>
 Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
 </li>
 <li>
 Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
 </li>
 <li>
 Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
 </li>
 <li>
 Updating team members on Process changes, new product release &amp; system changes.
 </li>
 <li>
 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
 </li>
 <li>
 Accountable for direct sales in the consumer lines of business;
 </li>
 <li>
 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
 </li>
 <li>
 Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
 </li>
 <li>
 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
 <li>
 Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
 </li>
 <li>
 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
 <li>
 Monitor random calls to improve quality, minimize errors and track call center agent performance;
 </li>
 <li>
 Organize staffing, including shift patterns and the number of staff required to meet demand;
 </li>
 <li>
 Forecast and analyze data against budget figures on a weekly and/or monthly basis;
 </li>
 <li>
 Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
 </li>
 <li>
 Support team development through periodic review, mentoring, counseling, and feedback.
 </li>
 </ul>
 
 
 
 
 
 Key Performance Indicators (KPIs):
 
 
 <ul>
 <li>
 CC abandoned rate
 </li>
 <li>
 GPW production
 </li>
 <li>
 Team&rsquo;s Product knowledge
 </li>
 <li>
 GPW Production
 </li>
 <li>
 Team&rsquo;s Quality scores
 </li>
 <li>
 Service Excellency &amp; Complaint Management
 </li>
 <li>
 Team&rsquo;s Data Capture &amp; Accuracy
 </li>
 <li>
 MIS &amp; Reporting
 </li>
 <li>
 Initiative
 </li>
 </ul>
 
 
 
 
 
 Skills Required:
 
 
 <ul>
 <li>
 Proven experience as call center manager or similar position.
 </li>
 <li>
 Knowledge of performance evaluation and customer service metrics .
 </li>
 <li>
 Solid understanding of reporting and budgeting procedures.
 </li>
 <li>
 Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
 </li>
 <li>
 Proficient in MS Office and call center equipment/software programs.
 </li>
 <li>
 Outstanding communication and interpersonal skills.
 </li>
 <li>
 Excellent organizational and leadership skills with a problem-solving ability.
 </li>
 <li>
 Positive and patient.
 </li>
 <li>
 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
 </li>
 </ul>
 
 
 
 
 
 Education, Experience and Formal/Professional Qualifications:
 
 
 <ul>
 <li>
 Graduate of any bachelor&rsquo;s degree
 </li>
 <li>
 5 years experience in Insurance / Finance industry
 </li>
 <li>
 5 years experience in Call Center /Customer service team lead role
 </li>
 </ul>
 
 
</div>

Manager, Call Centre

Alba Corporation

We are looking for a Call Center Manager to oversee the daily operations of our customer service team and ensure service excellence across all touchpoints. Your mission will be to drive team performance, ensure KPIs are met, and maintain a high standard of customer interaction and satisfaction. The ideal candidate is a professional with proven experience in managing contact center teams, resolving escalations, and motivating staff. You should be results-oriented, highly organized, and a natural communicator who thrives in fast-paced, customer-driven environments. If you're ready to lead by example and deliver exceptional customer support outcomes&mdash;read on. Key Responsibilities Core Functions Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met. Monitor call queues, handle escalated issues, and step in to support agents when necessary. Conduct regular performance evaluations and coach team members for continuous improvement. Analyze call center metrics to identify trends and implement process enhancements. Collaboration &amp; Communication Serve as the communication bridge between frontline agents and senior management. Coordinate with other departments (e.g., IT, sales, logistics) to resolve customer issues efficiently. Lead daily team briefings and encourage open dialogue for feedback and idea sharing. Foster a positive, team-oriented culture focused on accountability and growth. Performance &amp; Reporting Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution. Develop and execute action plans to improve underperforming metrics. Maintain accurate documentation of team activities, call outcomes, and training records. Provide strategic input on improving customer engagement and operational efficiency. Requirements: 3&ndash;5 years of experience in a call center environment, with at least 1 year in a supervisory role. Fluency in both Arabic and English. Strong leadership and conflict resolution skills. Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys). Exceptional communication and coaching abilities. Ability to analyze data and make decisions based on insights. Bachelor&rsquo;s degree preferred; relevant certifications are a plus. Salary &amp; Benefits: Competitive Salary: 8,000 &ndash; 20,000 AED/month Work Visa sponsorship Medical insurance 30 days of paid annual leave Ongoing training and professional development Supportive team culture with performance recognition programs Work Arrangement: Type: Full-time, on-site position Note: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE. Why Join Us? Lead a dynamic and motivated team in a fast-paced environment Gain exposure to operational strategy and customer experience innovation Be part of a stable company with growth opportunities Work in a bilingual, multicultural environment that values excellence Organized and efficient? Step into a role where your structure powers our success. Apply now!

Call Center Manager

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)

The Emirates Group

<div><h5 class="jobSectionHeader">Job Purpose
</h5>dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering &amp; retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world&rsquo;s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we&rsquo;d love to have you onboard.
As an Operations Manager Contact Centre - Medical Clinic you will you will lead and optimise Contact Centre and global support operations to ensure efficient, seamless customer communication aligned with business objectives. You will drive service excellence and deliver measurable improvements in performance, revenue, and cost efficiency through strong leadership, cross-functional collaboration, and data-driven decision-making.
In this role, you will
<ul><li>Lead Contact Centre and support operations to deliver service levels, revenue, and quality outcomes
</li><li>Convert leadership strategy into clear operational plans and execution
</li><li>Drive revenue growth, cost efficiency, and CX improvements through targeted initiatives and projects
</li><li>Analyse volumes and KPIs to identify gaps, implement corrective actions, and report performance insights
</li><li>Deliver consistent, multi-channel customer communications across voice and digital platforms
</li><li>Partner with stakeholders to manage disruptions, ensure compliance, and maintain business continuity
</li><li>Build operational capability in collaboration with Training and Group Learning &amp; Talent teams
</li></ul><h5 class="jobSectionHeader">Qualification
</h5>To be considered for the role, you must meet the below requirements
Bachelor&rsquo;s degree with 8+ years of Call Center/Customer Service experience in Medical Settings, with strong expertise in customer relationship management. 
<ul><li>
</li><li>Proven experience in contact centre or customer service operations, including 3+ years in a leadership role
</li><li>Experience managing large teams, multi-channel environments, and cross-functional initiatives
</li><li>Strong track record of driving operational improvements using data and performance insights
</li><li>Solid understanding of contact centre technologies, CRM, and workforce management tools
</li><li>Strong people leadership skills with the ability to coach and build high-performing teams
</li><li>Strategic and analytical, able to translate business goals into operational outcomes
</li><li>Effective communicator with strong stakeholder management capability
</li><li>Knowledge of regulatory compliance, data privacy, and business continuity
</li>Adaptable and resilient, able to manage change and operational disruptions 
<li>
</li></ul> 
You&rsquo;ll have an edge if you have
<ul><li>Relevant certifications in Customer Experience, Project Management (e.g. PMP), or Lean Six Sigma are an advantage
</li>Exposure to global or multinational operations 
<li>
</li></ul> 
At Emirates Group, we&rsquo;re committed to providing our employees with opportunities to grow and develop in their careers. So if you&rsquo;re looking for a challenging and rewarding opportunity, apply today and join our team! 
Recruitment Process and Timeline
Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.
<h5 class="jobSectionHeader">Salary &amp; benefits
</h5>Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.
You can find more information about our employee benefits in the Working Here section of our website www.emirates.com/careers . Further information on what it&rsquo;s like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.</div>

Operations Manager Contact Centre

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2647 contact center manager jobs IN Dubai

Section Manager - Regional Customer Contact Center

Section Manager - Regional Customer Contact Center

Guest Contact Center, Supervisor

Manager, Call Centre

Call Center Manager

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

Operations Manager Contact Centre