???? We’re Hiring: Call Center Manager???? Location: United Arab Emirates (Remote)???? Employment Type: Full-Time???? Level: Mid-Level – Senior Level???? About UsWe are a customer experience–driven organization committed to delivering exceptional service through efficient, responsive, and high-quality contact center operations. Our teams collaborate across customer service, operations, sales, marketing, training, technology, and executive leadership to ensure seamless communication, strong customer satisfaction, and continuous service improvement.???? The Role We are seeking an experienced Call Center Manager to lead and optimize call center operations, ensuring high service quality, operational efficiency, and customer satisfaction. The ideal candidate will manage teams, improve performance metrics, implement service strategies, and drive continuous improvement across all customer contact channels.???? Key Responsibilities• Develop and implement call center strategies aligned with customer experience goals, service standards, and business objectives• Oversee daily call center operations including inbound, outbound, chat, email, and omni-channel support functions• Manage workforce planning, staffing levels, scheduling, and performance optimization to ensure service level targets are met• Monitor key performance indicators (KPIs) including average handling time, first call resolution, customer satisfaction (CSAT), net promoter score (NPS), service level adherence, and call quality• Lead training, coaching, and development programs for call center agents, supervisors, and team leaders• Analyze call data, customer feedback, and operational reports to identify trends, service gaps, and improvement opportunities• Implement quality assurance programs, call monitoring systems, and performance evaluation frameworks• Collaborate with IT, CRM, operations, sales, and marketing teams to improve customer journey and system efficiency• Handle escalation management, complex customer issues, and service recovery processes• Optimize call center technologies including CRM platforms, telephony systems, IVR systems, and workforce management tools• Ensure compliance with company policies, customer service standards, and data protection regulations• Prepare performance reports, dashboards, and strategic recommendations for senior leadership• Lead, mentor, and develop call center supervisors, team leaders, and customer service representatives while fostering a culture of accountability, empathy, and performance excellence✅ Requirements• Bachelor's degree in Business Administration, Communications, Customer Service Management, Marketing, or a related field• 5+ years of experience in call center management, customer service operations, or contact center leadership roles• 2+ years of experience managing call center teams or multi-channel customer support operations preferred• Strong understanding of call center operations, workforce management, CRM systems, and customer experience strategies• Experience with call center platforms, telephony systems, CRM tools, Microsoft Office Suite, and reporting dashboards• Familiarity with KPI management, quality assurance frameworks, and customer experience methodologies is advantageous• Strong leadership, communication, analytical, and problem-solving skills• Excellent stakeholder management, coaching, and team development abilities• Ability to manage high-volume customer interactions while ensuring quality, efficiency, and customer satisfaction• Ability to work independently in remote or hybrid operational environments???? What We Offer• Competitive compensation package• Professional development and customer experience leadership growth opportunities• Exposure to advanced contact center technologies and customer experience transformation initiatives• Flexible remote / hybrid work environment• Supportive culture focused on service excellence, teamwork, and continuous improvement• Opportunity to lead high-impact customer service operations and shape the customer experience strategy• Clear career progression within customer service, contact center leadership, operations management, and executive functions