Contact Center Operations Manager

About the role

The Contact Center Operations Manager will lead the day‑to‑day performance of BMW AGMC UAE’s contact centre across dealership operations, mobility services and after‑sales. The role is responsible for delivering stable service levels, driving continuous improvement and shaping the future state of customer engagement, processes and technology.

Key responsibilities

• Manage daily contact centre activities to meet service level, productivity and quality targets.
• Own operational KPIs such as Service Level, AHT, FCR, Abandonment Rate, Lead Generation, Conversion Rate and Customer Satisfaction.
• Oversee workforce planning, scheduling and real‑time adherence.
• Coach, mentor and develop supervisors and team leaders.
• Handle customer escalations and ensure timely resolution.
• Lead continuous‑improvement projects across people, process and systems.
• Translate business strategy into operational workflows and execution plans.
• Coordinate implementation of new processes, products, campaigns and system enhancements.
• Partner with Training, QA, IT, Marketing and Business Units to ensure operational readiness.
• Maintain compliance with AGMC, OEM policies and regulatory requirements.

Required profile

• Bachelor’s degree in Business, Operations Management or a related field (preferred).
• 7+ years of contact centre experience, including at least 5 years in a managerial role.
• Strong leadership, analytical and decision‑making abilities.
• Experience in automotive, retail or mobility‑service environments is a plus.

Required skills

• Workforce Management principles
• CRM platforms