Operations Manager

Operations Manager – Call Centre | Corporate Services Location: Dubai, UAE Salary: AED 19,000 per month Industry: Corporate Services / Business Setup About the Role SELECTED RECRUITMENT is partnering with a leading Corporate Services and Business Setup company in Dubai to recruit an experienced Operations Manager to oversee its call centre operations. This is an excellent opportunity for an experienced operations professional to take ownership of a busy, performance-driven call centre environment, ensuring operational efficiency, strong team performance and consistently high standards of customer service. The successful candidate will be responsible for managing day-to-day operations, developing team leaders, improving processes and driving performance across the department. We are looking for someone with a proven track record of managing large teams within a high-volume call centre environment, ideally with experience in sales-led or customer service operations. Key Responsibilities • Oversee the daily operations of the call centre, ensuring efficiency, productivity and service quality. • Lead, manage and develop team leaders, supervisors and call centre agents. • Monitor operational performance against KPIs, including call volumes, response times, conversion rates and customer satisfaction. • Identify opportunities to improve operational processes, productivity and overall team performance. • Implement effective workforce planning, scheduling and resource allocation strategies. • Develop and maintain operational procedures to ensure consistency and service excellence. • Conduct regular performance reviews and implement coaching and development initiatives. • Work closely with Sales, Customer Service and senior management to achieve business objectives. • Manage escalations and ensure customer enquiries and complaints are handled effectively. • Oversee CRM systems, call centre technology and performance reporting. • Prepare regular operational reports and provide recommendations to senior leadership. • Drive a culture of accountability, continuous improvement and high performance. Candidate Requirements • Proven experience as an Operations Manager, Call Centre Manager or Contact Centre Manager. • Previous experience managing operations within a call centre environment is essential. • Demonstrable experience leading and developing large, high-performing teams. • Strong understanding of call centre KPIs, workforce management and operational performance. • Experience working within a high-volume, target-driven environment. • Excellent leadership, people management and problem-solving skills. • Strong analytical capabilities with experience using operational data to improve performance. • Experience with CRM platforms, call centre systems and reporting tools. • Ability to implement process improvements and drive operational efficiency. • Excellent communication and stakeholder management skills. • Previous experience within Corporate Services, Business Setup, Financial Services or a similar industry would be advantageous. • Experience working within the UAE market is preferred. The Opportunity This is an opportunity to join a growing Corporate Services business in Dubai and take responsibility for a key operational function. The successful candidate will play an important role in improving team performance, streamlining processes and ensuring the business continues to deliver a high standard of service as it grows. Salary: AED 19,000 per month. To apply, please submit your CV through LinkedIn or contact SELECTED RECRUITMENT directly for a confidential conversation. Let’s Get You #SELECTED Show more Show less

Proven experience as an Operations Manager, Call Centre Manager or Contact Centre Manager. Previous experience managing operations within a call centre environment is essential. Demonstrable experience leading and developing large, high-performing teams. Strong understanding of call centre KPIs, workforce management and operational performance. Experience working within a high-volume, target-driven environment. Excellent leadership, people management and problem-solving skills. Strong analytical capabilities with experience using operational data to improve performance. Experience with CRM platforms, call centre systems and reporting tools. Ability to implement process improvements and drive operational efficiency. Excellent communication and stakeholder management skills. Previous experience within Corporate Services, Business Setup, Financial Services or a similar industry would be advantageous. Experience working within the UAE market is preferred.

Oversee the daily operations of the call centre, ensuring efficiency, productivity and service quality. Lead, manage and develop team leaders, supervisors and call centre agents. Monitor operational performance against KPIs, including call volumes, response times, conversion rates and customer satisfaction. Identify opportunities to improve operational processes, productivity and overall team performance. Implement effective workforce planning, scheduling and resource allocation strategies. Develop and maintain operational procedures to ensure consistency and service excellence. Conduct regular performance reviews and implement coaching and development initiatives. Work closely with Sales, Customer Service and senior management to achieve business objectives. Manage escalations and ensure customer enquiries and complaints are handled effectively. Oversee CRM systems, call centre technology and performance reporting. Prepare regular operational reports and provide recommendations to senior leadership. Drive a culture of accountability, continuous improvement and high performance.