Care Manager (Call Center Ops)

Job Title: Care Manager (Call center ops)

Location: Dubai, UAE

Department: Care Operations

Reports To: Director of Operations

Job Summary

We seek a highly motivated and experienced Care Manager (Call center ops) to lead and manage the customer care operations of our e-ride-hailing aggregator business. The ideal candidate will ensure customer satisfaction, optimize operational efficiency, and lead projects to reduce contacts through effective team management and process improvement.

Roles And Responsibilities

Leadership and Team Management:

1. Supervise and manage a team of customer service representatives, team leaders, and supervisors.
2. Recruit, train, mentor, and develop call center staff to ensure high performance and professional growth.
3. Set clear performance goals and KPIs for the team, providing regular feedback and performance evaluations.
4. Foster a positive and collaborative work environment that encourages innovation and excellence.

Operational Excellence:

1. Monitor call center operations to ensure service levels, response times, and customer satisfaction metrics are consistently met or exceeded.
2. Implement strategies to optimize call handling processes, including workforce scheduling and resource allocation.
3. Ensure compliance with company policies, quality standards, and regulatory requirements.
4. Manage and resolve escalations and complex customer issues effectively.

Customer Experience Enhancement:

1. Identify trends in customer feedback and work with cross-functional teams to address pain points and improve the customer journey.
2. Develop and implement strategies to enhance customer loyalty and retention.
3. Stay updated on industry trends and emerging technologies to introduce innovative solutions that improve service delivery.

Data Analysis And Reporting:

1. Analyze call center metrics, including call volume, resolution times, customer satisfaction scores, and other KPIs.
2. Prepare and present reports to senior management, highlighting operational performance and areas for improvement.
3. Use data-driven insights to make informed decisions and recommend process enhancements.

Technology And Tools:

1. Oversee the implementation and maintenance of call center software and tools, ensuring optimal functionality.
2. Collaborate with the IT team to explore automation opportunities for improved efficiency (e.g., AI-driven chatbots, IVR systems).

Qualifications And Skills

Educational Background:

1. Bachelors degree in Business Administration, Communications, or a related field.

Professional Experience:

1. 5+ years of experience in call center management, customer service preferably within the ride-hailing, e-commerce, or tech-driven service industries.
2. Experience working and optimizing with call center agencies and staffing.
3. End-to-end call center tech stack knowledge.
4. Proven track record of managing large teams and achieving customer service excellence.

Key Skills:

1. Strong leadership, coaching, and motivational abilities.
2. Excellent communication and interpersonal skills.
3. Analytical mindset with proficiency in using call center metrics and reporting tools.
4. Familiarity with CRM platforms, call center software, and workforce management tools.
5. Ability to handle high-pressure situations and make quick, effective decisions.

Why Join Us?

1. Work with a leading ride-hailing business at the heart of Dubai's innovative transportation ecosystem.
2. Be part of a dynamic team committed to delivering world-class customer experiences.
3. Competitive flexibility benefits.
4. Opportunities for personal and professional growth through continuous learning.

If you're passionate about customer care and have the expertise to lead a high-performing call center team, we'd love to hear from you. Apply now and help us redefine urban mobility in Dubai!