Call Center Manager

Call Center Manager | AED 25,000 per month | Dubai, UAE

Kingston Stanley is currently supporting a leading financial services organisation in Dubai with the appointment of an experienced Call Center Manager.

This is a senior operational leadership role, responsible for overseeing a high-performing contact centre team of approximately 30 Customer Advisors through 3 Team Leaders.

Key Responsibilities:

• Lead and develop the contact centre team, driving performance and service excellence
• Own and improve key contact centre KPIs across service, efficiency, quality and sales
• Coach and develop Team Leaders and Customer Advisors
• Drive process optimisation, SOP improvements and operational efficiency
• Monitor performance reporting and implement continuous improvement initiatives
• Work closely with senior stakeholders and other business functions to enhance customer experience

What we're looking for:

• Proven contact/call centre management experience within

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  banking or financial services
• Strong experience managing Team Leaders and larger customer service teams
• Strong understanding of contact centre KPIs, quality standards and performance management
• Commercially minded with experience across both customer service and sales
• Fluent Arabic and English (spoken and written)
• Strong leadership, coaching and stakeholder management skills

If you're an experienced contact centre leader looking for your next opportunity within financial services, I'd be keen to hear from you.

Please apply directly