Manager, Customer Support & Training

About the role

The Manager, Customer Support & Training leads the strategy, operations and people agenda behind consistently excellent customer experiences across all service channels. The role sets the vision and governance for contact center performance, quality assurance and enterprise learning, acting as the single point of leadership for both Quality & Training and the Calls & Service Centre. It drives digital and service transformation while building a culture of empathy, accountability and continuous improvement.

Key responsibilities

• Set a multi-year roadmap for customer support and training, turn VoC and analytics into prioritized initiatives, and lead cross-functional transformations such as omnichannel enablement and knowledge modernization.
• Run the Calls & Service Centre end-to-end, including queue design, workforce planning and escalation management, and set and monitor KPIs such as CSAT, NPS, FCR and AHT.
• Own the QA framework, including scoring models and calibration routines, and run closed-loop VoC and complaint reduction programs.
• Design and maintain a training portfolio covering onboarding, product mastery and customer empathy, using blended learning and evaluation frameworks linked to operational KPIs.
• Govern CRM, ticketing, telephony, analytics and CX/VOC tools, define data standards and reporting cadences, and manage the knowledge base.
• Lead a team of around 37 FTEs, set objectives and development plans for Team Leaders, Supervisors, Specialists and Executives, and manage outsourced partners and training vendors against SLAs.
• Own budgeting, forecasting and cost stewardship for the department.

Required profile

• Bachelor's degree in business administration or a related discipline.
• 12 years of progressive experience in customer support, contact center operations, service excellence, quality and training.
• 3+ years in people leadership roles managing team leaders, supervisors and sizable frontline teams.
• Demonstrated success designing and scaling blended learning programs and QA frameworks.
• Proven vendor management and contract governance experience; familiarity with UAE market expectations is advantageous.

Required skills

• Hands-on experience with CRM, ticketing, WFM/WFO, telephony, analytics and CX/VOC platforms.
• Lean/Six Sigma methods and knowledge of QA scoring models and calibration.