Customer Service Centre Manager – UAE Nationals

About the role

The Customer Service Centre Manager will lead a high‑volume service hub that handles walk‑in visitors and telephone enquiries. Reporting to senior leadership, the manager ensures seamless daily operations, fast case resolution and consistently high customer satisfaction.

Key responsibilities

• Oversee day‑to‑day activities of the centre, guaranteeing smooth delivery of multiple services.
• Lead, coach and support frontline agents handling walk‑ins and inbound calls.
• Monitor team performance, productivity, service quality and adherence to KPIs, SLAs and turnaround times.
• Manage the full lifecycle of customer inquiries, complaints and service requests from receipt to closure.
• Handle escalated or sensitive issues, coordinating timely resolutions with internal stakeholders.
• Track and report operational metrics, ensuring compliance with procedures and service standards.
• Identify recurring issues, service gaps and drive improvement initiatives to boost satisfaction and efficiency.

Required profile

• 5–8+ years of experience in customer service, contact‑center or similar high‑volume environments.
• Previous leadership role (team leader, supervisor, manager) overseeing frontline staff.
• Proven track record in complaint handling, escalation management and case resolution.
• Strong analytical ability to monitor KPIs, SLAs and service quality.
• Excellent interpersonal, communication and stakeholder‑management skills.
• Fluent in Arabic and English (both written and spoken).
• Preferably based in the UAE and experienced in government or large‑scale public‑service sectors.

Required skills

What we offer

• Opportunity to lead a strategic customer‑facing function within a dynamic organization.
• Professional development and exposure to high‑impact service initiatives.