149 Call Center Manager jobs in the United Arab Emirates

Department: Customer Operations | Division: Commercial
Reports To: Manager WFM and RTM
Job Purpose The Analyst Real-Time Management monitors and manages live contact center operations to ensure service level targets are achieved across all lines of business (LOBs), sites, and languages. The role ensures smooth call routing, performance optimization, and effective coordination between du operations and outsourced partner centers. Duties and Responsibilities

• Monitor real-time call center performance and ensure achievement of daily service level targets.
• Manage and adjust routing tools to balance call volume distribution and meet performance and cost objectives.
• Coordinate with command centers, WFM, and partner sites to manage call flow and minimize service disruptions.
• Support outage management, escalation handling, and rapid issue resolution to maintain customer satisfaction.
• Analyze operational data, identify trends, and provide actionable insights to improve efficiency.
• Collaborate with internal teams and external partners to align on KPIs, business requirements, and performance improvement initiatives.
• Provide accurate reports and justifications for operational decisions to management.
• Support process optimization, risk identification, and implementation of corrective measures.
• Maintain clear and timely communication with all stakeholders to ensure operational consistency.

Requirements Education:

• Diploma in Business Administration or related field.

Experience:

• 13 years of experience in real-time management, WFM, or contact center operations (preferably in telecom).

Skills & Knowledge:

• Strong understanding of contact center operations, WFM processes, and real-time monitoring principles.
• Proficient in Cisco, Exony, and real-time management systems.
• Advanced MS Office skills (Excel, PowerPoint, Word).
• Strong analytical, coordination, and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Core Competencies:

• Strategic thinking and results orientation.
• Customer-focused and quality-driven.
• Strong collaboration and teamwork.
• Data-driven decision-making.

Job Title:
Team Leader - Contact Center
Job Description
As a Contact Centre Team Leader, you'll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
**ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES**
**Manage the daily operations and admin as assigned but not limited to**
+ Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
+ Actively involved on client calls and ensuring that updates are timely communicated to the team.
+ Working with colleagues to effectively run the Contact Centre operation.
+ Interviewing and hiring of appropriate candidates, as needed.
+ Preparing reports and analyze data to self-understand and assist in management decisions.
**Lead and motivate the team**
+ Providing supervision and motivation of staff to foster competitive performance.
+ Ensuring efficient and productive handling of inbound call volumes.
+ Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
+ Maintaining knowledge of all programs/projects the inbound unit supports.
+ Assisting staff with questions pertaining to the products and services offered by the client.
+ Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
+ Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.
+ Fostering career advancement of the team members within the project or lateral movement.
**Manage performance**
+ Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.
+ Set objectives and clearly communicate goals and targets that needs to be met every month.
+ Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
+ Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
+ Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
+ Assessing staff capabilities and identifying appropriate development and training opportunities.
+ Setting the appropriate expectations of conduct and professionalism through example.
+ Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
+ Working with other supervisors and management team members to support advisors and maximize customer satisfaction.
**Client Management**
+ Effectively managing and strengthening relationship with the Client representative/s.
**CANDIDATE PROFILE**
Firstly, you are a people person and a reliable teammate. You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member. You have a passion for customer service and getting it right for our client/s.
- You have 1+ years of experience in Customer Service in exceeding metrics and leading individuals to success within a BPO setting.
- A bilingual English (B2+ level) and native Arabic speaker.
- Strong communication and interpersonal skills.
- Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor's degree.
- You infuse joy and humor wherever possible, making work genuinely fun for yourself and those around you.
- Analytical, efficient and thorough.
- Proficiency with technology, especially computers, software applications, and phone systems.
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ARE Work-at-Home
Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

About the Role:

On behalf of our client, we are seeking a skilled and experienced Contact Center Supervisor with a strong background in community management . The successful candidate will oversee a team responsible for handling resident or community-related inquiries, ensuring high levels of service quality, responsiveness, and community engagement.

This is a fantastic opportunity to join a dynamic environment where communication, leadership, and a passion for community-focused service are key.

Key Responsibilities:

• Supervise day-to-day operations of the contact center team managing community and resident inquiries.

• Ensure timely and professional handling of service requests, complaints, and general communication.

• Act as the point of escalation for unresolved or complex issues.

• Track and evaluate team performance, provide coaching, and support continuous improvement initiatives.

• Coordinate with the client’s internal departments (e.g., facilities, property management, communications) to ensure effective service delivery.

• Maintain a strong understanding of the client’s community policies, services, and expectations.

• Prepare and present regular reports on contact center activity and community feedback.

• Support training and onboarding of new team members with a focus on community engagement.

Candidate Profile:

• Experience in community management is essential (e.g., residential, real estate, facilities, or related sectors).

• Minimum 2–4 years in a supervisory role within a contact center or customer service environment.

• Strong leadership and problem-solving skills.

• Excellent verbal and written communication abilities.

• Familiarity with CRM and contact center tools.

• Ability to handle high-pressure situations and manage multiple tasks efficiently.

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About the Role:

On behalf of our client, we are seeking a skilled and experienced Contact Center Supervisor with a strong background in community management . The successful candidate will oversee a team responsible for handling resident or community-related inquiries, ensuring high levels of service quality, responsiveness, and community engagement.

This is a fantastic opportunity to join a dynamic environment where communication, leadership, and a passion for community-focused service are key.

Key Responsibilities:

• Supervise day-to-day operations of the contact center team managing community and resident inquiries.

• Ensure timely and professional handling of service requests, complaints, and general communication.

• Act as the point of escalation for unresolved or complex issues.

• Track and evaluate team performance, provide coaching, and support continuous improvement initiatives.

• Coordinate with the client’s internal departments (e.g., facilities, property management, communications) to ensure effective service delivery.

• Maintain a strong understanding of the client’s community policies, services, and expectations.

• Prepare and present regular reports on contact center activity and community feedback.

• Support training and onboarding of new team members with a focus on community engagement.

Candidate Profile:

• Experience in community management is essential (e.g., residential, real estate, facilities, or related sectors).

• Minimum 2–4 years in a supervisory role within a contact center or customer service environment.

• Fluency in Arabic and English is required.

• Strong leadership and problem-solving skills.

• Excellent verbal and written communication abilities.

• Familiarity with CRM and contact center tools.

• Ability to handle high-pressure situations and manage multiple tasks efficiently.

#J-18808-Ljbffr

Job Title:
Trainer - Contact Center ( Bilingual - English/ Arabic )
Job Description
The Trainer I is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.
**Essential Functions/Core Responsibilities**
+ Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
+ Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
+ Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
+ Accountable for achieving individual training performance metrics
+ Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
+ Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
+ Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
+ May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
+ Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
+ Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
+ Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
**Candidate Profile**
+ Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
+ A bilingual English (B2+ level) and native Arabic speaker.
+ Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
+ Strong communication skills, both written and verbal
+ Proficient in Microsoft Office
+ Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
+ Self-starter, sense of urgency, and works well under pressure
+ Strong attention to detail
+ Sense of professionalism and ability to develop good relationships
**Career Framework Role**
Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
Analyzes possible solutions using standard procedures and principles
Builds knowledge of the organization, processes and customers Solves a range of straightforward problems
Receives a moderate level of guidance and direction
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ARE Dubai - Property# BCB2 515, Dubai CommerCity
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Business Development Manager – BPO & Call Center Division

Job Title: Business Development Manager – BPO & Call Center Division

Location: Dubai, UAE
Employment Type: Full-Time

About the Role

We are seeking a high-performing Business Development Manager to take full responsibility for driving sales and business growth across our BPO and Call Center division.

The ideal candidate must have strong experience in BPO, outsourcing, and call center solutions, with a proven ability to generate new business, manage corporate clients, and deliver measurable revenue growth. This role carries full accountability for sales targets, client acquisition, and market expansion in the UAE and GCC region.

Key Responsibilities

• Identify, develop, and close new business opportunities for BPO and Call Center outsourcing services.
• Build and maintain strong relationships with key decision-makers, clients, and business partners.
• Develop tailored proposals and pricing structures based on client requirements.
• Lead the entire sales cycle — from prospecting and pitching to negotiation and deal closure.
• Collaborate with Operations, HR, and Contracts teams to ensure smooth client onboarding and service delivery.
• Achieve and exceed monthly and quarterly sales and revenue targets.
• Conduct market research and competitor analysis to identify growth opportunities.
• Represent the company at industry events, exhibitions, and networking forums.
• Maintain and update sales pipelines, forecasts, and CRM records accurately.

Required Skills & Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum 4–8 years of proven experience in BPO, Call Center, or Outsourcing Sales.
• Strong understanding of outsourcing models, workforce deployment, and service operations.
• Excellent negotiation, communication, and presentation skills.
• Demonstrated success in achieving and exceeding revenue goals.
• Proficiency in CRM software, MS Office, and proposal development tools.
• Self-driven, entrepreneurial, and capable of working independently.

Preferred Experience

• Existing network of potential corporate or enterprise clients in the UAE or GCC.
• Experience in setting up BPO contracts, client acquisition, and strategic account management.
• Prior experience in customer experience, telesales, or workforce outsourcing is an advantage.

What We Offer

• Attractive salary package with commission and performance-based incentives.
• Full ownership of the BPO & Call Center sales portfolio.
• Strategic collaboration with company leadership for expansion and growth planning.
• Opportunity to grow into a Sales Head or Business Unit Lead role based on results.
• Dynamic work environment with high growth potential.

#J-18808-Ljbffr

Job Title:
Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
Job Description
PREFERRED CANDIDATE QUALIFICATIONS -
· CURRENTLY AVAILABLE IN THE UAE.
· CAN JOIN IMMEDIATELY.
As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers' experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company's standards of performance -a Scorecard. This may include assessing Advisors' demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.
Without your expertise, the management team may not understand where it's going wrong and struggle to achieve the level of service to which it has agreed with the client.
You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.
**ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES**
+ Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
+ Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
+ Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
+ Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
+ Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
+ Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees' and customers' experience.
+ Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
+ Prepare reports capturing service quality trends and variances for the team / department.
**CANDIDATE PROFILE**
You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.
+ 2+ years' experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
+ A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
+ Strong Communication and Interpersonal skills.
+ Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor's degree.
+ Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA's, coaching, appraisals, etc.
+ Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
+ Empathetic approach and mindset.
+ Genuine curiosity and desire to understand and to know why.
+ Proficiency with technology, especially computers, software applications, and phone systems.
+ Comfortable in working with individuals and team/s remotely.
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ARE Dubai - Property# BCB2 515, Dubai CommerCity
Language Requirements:
Arabic (Required), English (Required)
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Job Title:
Team Leader/Subject Matter Expert - Contact Center
Job Description
As a Contact Centre Team Leader, you'll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
**ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES**
**Manage the daily operations and admin as assigned but not limited to**
+ Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
+ Actively involved on client calls and ensuring that updates are timely communicated to the team.
+ Working with colleagues to effectively run the Contact Centre operation.
+ Interviewing and hiring of appropriate candidates, as needed.
+ Preparing reports and analyze data to self-understand and assist in management decisions.
**Lead and motivate the team**
+ Providing supervision and motivation of staff to foster competitive performance.
+ Ensuring efficient and productive handling of inbound call volumes.
+ Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
+ Maintaining knowledge of all programs/projects the inbound unit supports.
+ Assisting staff with questions pertaining to the products and services offered by the client.
+ Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
+ Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.
+ Fostering career advancement of the team members within the project or lateral movement.
**Manage performance**
+ Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.
+ Set objectives and clearly communicate goals and targets that needs to be met every month.
+ Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
+ Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
+ Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
+ Assessing staff capabilities and identifying appropriate development and training opportunities.
+ Setting the appropriate expectations of conduct and professionalism through example.
+ Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
+ Working with other supervisors and management team members to support advisors and maximize customer satisfaction.
**Client Management**
+ Effectively managing and strengthening relationship with the Client representative/s.
**CANDIDATE PROFILE**
Firstly, you are a people person and a reliable teammate. You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member. You have a passion for customer service and getting it right for our client/s.
- You have 1+ years of experience in Customer Service in exceeding metrics and leading individuals to success within a BPO setting.
- A bilingual English (B2+ level) and native Arabic speaker.
- Strong communication and interpersonal skills.
- Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor's degree.
- You infuse joy and humor wherever possible, making work genuinely fun for yourself and those around you.
- Analytical, efficient and thorough.
- Proficiency with technology, especially computers, software applications, and phone systems.
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ARE Abu Dhabi - Building Khaleej Area
Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Job Title:
Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
Job Description
The Trainer I is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.
**Essential Functions/Core Responsibilities**
+ Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
+ Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
+ Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
+ Accountable for achieving individual training performance metrics
+ Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
+ Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
+ Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
+ May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
+ Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
+ Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
+ Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
**Candidate Profile**
+ Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
+ A bilingual English (B2+ level) and native Arabic speaker.
+ Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
+ Strong communication skills, both written and verbal
+ Proficient in Microsoft Office
+ Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
+ Self-starter, sense of urgency, and works well under pressure
+ Strong attention to detail
+ Sense of professionalism and ability to develop good relationships
**Career Framework Role**
Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
Analyzes possible solutions using standard procedures and principles
Builds knowledge of the organization, processes and customers Solves a range of straightforward problems
Receives a moderate level of guidance and direction
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ARE Abu Dhabi - Building Khaleej Area
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (