Call Center Manager

Job Location
United Arab Emirates, Middle East
Job Role
Corporate
Contract Type
Full-Time
Salary
Posted Date
2025-03-18
Job Expiry Date
2025-04-17
Qualification
Bachelor’s Degree

Responsibilities & Duties

  • Monitor daily Call Center operations to ensure efficiency, including call volumes, wait times, and customer satisfaction.
  • Set objectives and clearly communicate goals and targets (operational & sales) that needs to be met every month by the Call Center & Customer Relations team.
  • Delivering high standards of service to customers by making the most effective and efficient use of Call Center & Customer Relations employees and technology resources.
  • Maximise sales through Call Center by regularly reviewing Productivity and Performance.
  • Monitor and report on Key Performance Indicators (KPIs) such as call resolution times, customer satisfaction scores, and service level agreements (SLAs).
  • Ensure Quality control and achieve SLA for inbound calls.
  • Increase conversion rate while maintaining pre-defined service levels.
  • Ensure Call Center & Customer Relations teams adhere to airline policies and provide effective solutions to customer inquiries and issues pertaining to flight bookings, cancellations, refunds, baggage claims, and other related services.
  • Manage outbound communications for flight disruptions.
  • Align Call Center operations as per business requirements and growth plans.
  • Analyse Call Center data and prepare monthly reports for Senior Management.
  • Collaborate with other departments, such as Sales, Marketing and Operations, to ensure a seamless customer experience.
  • Provide guidance, training, coaching, mentoring and motivation to employees to ensure exceptional performance and maximum utilization of resource


Requirements and Qualifications:

  • Bachelor’s Degree in Marketing, Business Administration or Mass Communication
  • Minimum 6 years’ experience in Call Center in a managerial role.
  • Candidates with prior experience in Airlines/ Travel or Airline reservations system (particularly Flight Speed knowledge) will be preferred.
  • Excellent Communication Skills in English. Arabic will be an added advantage.
  • Proficiency with Call Center Software, CRM systems, and performance tracking tools.
  • Strong problem-solving skills and ability to handle escalated situations.
  • Ability to work under pressure and maintain a positive attitude in a fast-paced environment.


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