- 经验
- 3-5岁
- 薪水
- —
- 职位空缺
- 1
- 发布
- 2周前
- 工作模式
- 在办公室
- 合格
- Professionals with relevant BPO/customer service experience and proven leadership exposure who are fluent in Arabic and English can apply.
- 恢复
- 需要申请
你的工作地点
职位描述
Role overview
We are hiring an energetic and results-oriented Assistant Customer Care Manager to support expanding BPO operations in Dubai. This role is central to managing daily customer care activity, strengthening team output, and maintaining top-tier service quality for client accounts.
Key responsibilities
- Manage day-to-day customer care operations while ensuring performance indicators, service agreements, and quality benchmarks are consistently achieved or surpassed.
- Lead, guide, and develop Team Leaders and Customer Care Executives through coaching, mentoring, and routine performance evaluations.
- Spot training needs, close capability gaps, and help build an engaged and high-performing team environment.
- Serve as a main contact for clients, join operational review discussions, and turn client expectations into practical team targets.
- Review operational data and performance reports to identify delays or inefficiencies and implement improvements that lift productivity and customer satisfaction.
- Handle complex escalations as the senior point of contact, resolving customer concerns effectively in Arabic and English.
- Work closely with Workforce Management and Quality Assurance teams to improve staffing, scheduling, and learning initiatives.
Qualifications and skills
- Native-level or bilingual fluency in both Arabic and English, in written and spoken communication, is required.
- At least 3 to 5 years of experience in a BPO or customer service setting is needed, including a minimum of 2 years in a supervisory or leadership capacity as an Assistant Customer Care Manager.
- Strong working knowledge of BPO performance metrics such as ASA, AHT, FCR, CSAT, and quality scoring, along with workforce management basics.
- Demonstrated ability to lead, motivate, and steer sizable teams toward strong operational results.
- Analytical approach with the ability to read reports, interpret trends, and make informed decisions.
- Excellent communication, relationship-building, and negotiation skills, including comfort presenting to senior leaders and corporate clients.
Work environment
This is a full-time, onsite position based in Dubai, United Arab Emirates.