Assistant Call Center Manager
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Key skills for this role
About the Role
TP is seeking a high-performing Assistant Customer Care Manager to lead day-to-day customer care operations in Dubai. The role involves overseeing KPIs, mentoring team leaders, managing client relationships, and driving process improvements.
Key Skills for This Role
Responsibilities
- Oversee daily customer care operations, ensuring KPIs, SLAs, and quality targets are met
- Mentor, coach, and manage Team Leaders and Customer Care Executives
- Act as key point of contact for clients, participating in operational reviews
- Analyze operational data to identify bottlenecks and implement solutions
- Serve as senior point of escalation for complex customer issues
- Partner with Workforce Management and QA teams to optimize staffing and training
Requirements
- Native or bilingual fluency in Arabic and English (written and verbal)
- Minimum of 3–5 years of experience in a BPO / Customer Service environment
- At least 2 years in a supervisory or leadership role as an ACCM
- Strong understanding of BPO metrics and workforce management principles
- Proven ability to manage, inspire, and drive large teams
- Data driven mindset with ability to interpret operational reports
Full Job Posting
Overview
- We are seeking a high performing, dynamic Assistant Customer Care Manager (ACCM) to join our growing BPO operations in Dubai.
- In this role, you will play a pivotal part in leading day to day customer care operations, driving team performance, and ensuring the highest standards of service delivery.
Key Responsibilities
- Oversee daily customer care operations, ensuring all KPIs, SLAs, and quality targets are met or exceeded.
- Mentor, coach, and manage Team Leaders and Customer Care Executives.
- Act as a key point of contact for clients, participating in operational reviews.
- Analyze operational data and performance metrics to identify bottlenecks, implementing strategic solutions.
- Serve as the senior point of escalation for complex customer issues, resolving problems in Arabic and English.
- Partner closely with Workforce Management and Quality Assurance teams to optimize staffing levels, scheduling, and training initiatives.
Qualifications & Skills
- Native or bilingual fluency in Arabic and English (written and verbal) is essential.
- Minimum of 3–5 years of experience in a BPO / Customer Service environment, with at least 2 years in a supervisory or leadership role as an ACCM.
- Strong understanding of BPO metrics (ASA, AHT, FCR, CSAT, Quality Scores) and workforce management principles.
- Proven ability to manage, inspire, and drive large teams toward achieving operational excellence.
- Data driven mindset with the ability to interpret operational reports and make strategic decisions.
- Exceptional interpersonal and negotiation skills.
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