Customer Care Manager - UAE

Operational Leadership & Performance Management Provide strategic to the Team Leaders, overseeing the daily output and supervision of operational performance to ensure interactions reflect positively on the company Owns department KPIs, including service level agreements, average handling time, customer satisfaction,..etc. and read the raw contact-center and survey data yourself, well enough to know what's happening without being told. Manage performance and identify gaps, and drive resolution at the team level coaching, reslotting, queue and workflow adjustments within your operation Quality Assurance & Continuous Improvement Partner with Quality Assurance and Training Teams to oversee onboarding training, continuous coaching, and upskilling for better service delivery. Act as the ultimate escalation point for complex or sensitive UAE customer grievances, resolving issues with high ownership and speed. Review and analyze customer surveys to gather structured data and research customer opinions of services and the team performance People Development & Culture Build a highly motivated team, and high retention culture through transparent performance management, coaching, and regular feedback Conduct structured performance reviews with Team Leaders, nurturing their leadership capabilities. Lead recruitment activities to build a top tier talent pool Candidate Profile & Requirements: Experience Proven experience leading managers and Team Leaders in a high-volume, fast-paced, multi-channel customer care operation — ideally owning a contact-center operation end-to-end. Deep, hands-on operational fluency: you operate the tools, read the data, and know the workflows yourself — a credible operator who leads, not a delegator who relies on the team for context. Skills and Qualifications Advanced hands-on experience with modern CRM, telephony, and channel tools (e.g., Zendesk, Salesforce). Strong capability utilizing data visualization tools to track metrics. Data-driven, emotionally intelligent leader capable of program-managing critical structural changes while maintaining high team morale across an offshore site. Exceptional ability to interpret raw contact center analytics and survey data into actionable performance improvement plans. A high bar across the board - from your own contributions to the people you work with to the tools you work on Strong attention to detail & project management skills Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength