Assistant Call Center Manager

Role overview

We are hiring an energetic and results-oriented Assistant Customer Care Manager to support expanding BPO operations in Dubai. This role is central to managing daily customer care activity, strengthening team output, and maintaining top-tier service quality for client accounts.

Key responsibilities

• Manage day-to-day customer care operations while ensuring performance indicators, service agreements, and quality benchmarks are consistently achieved or surpassed.
• Lead, guide, and develop Team Leaders and Customer Care Executives through coaching, mentoring, and routine performance evaluations.
• Spot training needs, close capability gaps, and help build an engaged and high-performing team environment.
• Serve as a main contact for clients, join operational review discussions, and turn client expectations into practical team targets.
• Review operational data and performance reports to identify delays or inefficiencies and implement improvements that lift productivity and customer satisfaction.
• Handle complex escalations as the senior point of contact, resolving customer concerns effectively in Arabic and English.
• Work closely with Workforce Management and Quality Assurance teams to improve staffing, scheduling, and learning initiatives.

Qualifications and skills

• Native-level or bilingual fluency in both Arabic and English, in written and spoken communication, is required.
• At least 3 to 5 years of experience in a BPO or customer service setting is needed, including a minimum of 2 years in a supervisory or leadership capacity as an Assistant Customer Care Manager.
• Strong working knowledge of BPO performance metrics such as ASA, AHT, FCR, CSAT, and quality scoring, along with workforce management basics.
• Demonstrated ability to lead, motivate, and steer sizable teams toward strong operational results.
• Analytical approach with the ability to read reports, interpret trends, and make informed decisions.
• Excellent communication, relationship-building, and negotiation skills, including comfort presenting to senior leaders and corporate clients.

Work environment

This is a full-time, onsite position based in Dubai, United Arab Emirates.