Assistant Call Center Manager

About the role

We are looking for an Assistant Call Center Manager to support the daily operations of our customer care department in Dubai. The role combines operational oversight, team leadership and client liaison to ensure service excellence for our BPO clients.

Key responsibilities

• Oversee day‑to‑day customer care activities, meeting or exceeding KPIs, SLAs and quality targets.
• 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 and translate client requirements into actionable goals.
• Analyze operational data to pinpoint bottlenecks and implement 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 initiatives.

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, including at least 2 years in a supervisory or leadership role.
• Strong knowledge of BPO metrics such as ASA, AHT, FCR, CSAT and quality scores.
• Proven ability to lead large teams and drive operational excellence.
• Data‑driven mindset with the capacity to interpret reports and make strategic decisions.

Required skills