Urgent Hiring - Assistant Manager-Call Center - Arabic Speaking Dubai, UAE
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Key skills for this role
About the Role
Brihati Global Edge Solutions seeks an Arabic-speaking Assistant Manager for a call center in Dubai. The role involves leading a team of agents, monitoring KPIs, coaching, workforce planning, and handling escalated issues.
Key Skills for This Role
Responsibilities
- Lead, mentor, and supervise a team of call center agents to achieve daily/weekly/monthly KPIs
- Monitor call quality, service levels, and customer satisfaction metrics
- Conduct regular coaching, performance reviews, and skill building sessions
- Manage workforce planning, shift schedules, and daily operations
- Handle escalated customer issues with professionalism and empathy
- Prepare performance reports and share insights with management
- Ensure compliance with company policies, scripts, and service standards
- Support onboarding and training of new agents
- Collaborate with cross functional teams to improve customer experience
Requirements
- Minimum 5 years of experience in a call center environment
- At least 2 years in a team handling role
- Arabic speaking is mandatory
- Strong English communication required
- Presentable, confident, and able to lead diverse teams
- Experience in FinTech, Telecom, Banking, or Customer Service is an advantage
- Strong analytical skills with ability to interpret performance data
- Excellent problem solving, conflict resolution, and coaching abilities
- Ability to work under pressure and manage high volume operations
Full Job Posting
Role Overview
- We are seeking a highly presentable, Arabic speaking Assistant Manager with strong experience managing call center teams in the UAE.
- The ideal candidate brings 5+ years, 2+ of hands on leadership experience, excellent communication skills, and the ability to drive team performance in a fast paced environment.
Key Responsibilities
- Lead, mentor, and supervise a team of call center agents to achieve daily/weekly/monthly KPIs.
- Monitor call quality, service levels, and customer satisfaction metrics.
- Conduct regular coaching, performance reviews, and skill building sessions.
- Manage workforce planning, shift schedules, and daily operations.
- Handle escalated customer issues with professionalism and empathy.
- Prepare performance reports and share insights with management.
- Ensure compliance with company policies, scripts, and service standards.
- Support onboarding and training of new agents.
- Collaborate with cross functional teams to improve customer experience.
Qualifications & Skills
- Minimum 5 years of experience in a call center environment, with at least 2 years in a team handling role.
- Arabic speaking is mandatory; strong English communication required.
- Presentable, confident, and able to lead diverse teams.
- Experience in FinTech, Telecom, Banking, or Customer Service is an advantage.
- Strong analytical skills with the ability to interpret performance data.
- Excellent problem solving, conflict resolution, and coaching abilities.
- Ability to work under pressure and manage high volume operations.
What We Offer
- Competitive salary of AED 11,000
- Dynamic and multicultural work environment
- Career growth opportunities within a rapidly expanding organization
- Modern office located in Business Bay, Dubai
How to Apply
- Interested candidates can share their updated CV at: bharti.shivhare@brihatisglobal.com
- WhatsApp: +971 502980048
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