Call Centre Manager - Arabic Speaking

About the role

The Call Centre Manager will lead Brau's central bookings and customer care team across multiple branches in the UAE and KSA. This position is responsible for converting client interactions into high‑quality bookings while delivering an exceptional brand experience.

Key responsibilities

• Lead, coach and manage a team of call centre agents handling inbound and outbound enquiries, bookings, reschedules and follow‑ups.
• Set performance expectations for conversion rates, response times, booking accuracy and customer satisfaction.
• Recruit, onboard and develop Customer Engagement Specialists to maintain a high‑performing, sales‑driven team.
• Oversee end‑to‑end bookings for all Brau branches, ensuring strong appointment fill rates and minimal gaps.
• Monitor daily schedules, waitlists and cancellations to maximise revenue across locations.
• Collaborate with salon managers to align availability, promotions and artists with booking demand.
• Handle escalated customer issues, complaints and complex booking situations promptly and professionally.
• Continuously improve call centre workflows, scripts, booking procedures and quality standards.

Required profile

• Minimum 48 months (4 years) of experience managing call centre teams.
• Proven ability to lead, coach and develop agents to achieve sales and service targets.
• Fluent Arabic communication skills.
• Experience using CRM and booking platforms to track enquiries and appointments.

Required skills

• Operational systems
• Booking platforms
• CRM
• Reporting tools