Assistant Call Center Manager – BPO Operations

About the role

We are looking for a dynamic Assistant Call Center Manager to support the daily operations of our growing BPO in Dubai. Reporting to senior management, you will help ensure service excellence for our clients while leading a multilingual team of customer care professionals.

Key responsibilities

• Oversee day‑to‑day customer care activities, ensuring KPIs, SLAs and quality targets are met or exceeded.
• Mentor, coach and manage Team Leaders and Customer Care Executives, conducting performance reviews and identifying training needs.
• Serve as the primary client contact for operational reviews, translating client requirements into actionable team goals.
• Analyze operational data to pinpoint bottlenecks and implement process improvements that boost efficiency and customer satisfaction (CSAT/NPS).
• Handle escalated customer issues in both Arabic and English, providing timely resolutions.
• Collaborate with Workforce Management and Quality Assurance to optimise staffing, scheduling and training programmes.

Required profile

• Native or bilingual fluency in Arabic and English (written and verbal).
• 3–5 years of experience in a BPO or customer service environment, with at least 2 years in a supervisory or leadership role.
• Strong knowledge of BPO metrics such as ASA, AHT, FCR, CSAT and quality scores.
• Data‑driven mindset with the ability to interpret reports and make strategic decisions.
• Excellent interpersonal and negotiation skills, comfortable presenting to senior leadership and corporate clients.

Required skills

• Proficiency in BPO performance metrics and workforce management principles.