Call Center Manager jobs in United Arab Emirates

Full time | Black Pearl Consult | United Arab Emirates

Posted On 01/26/2026

Retail & Wholesale

Number of Positions 1

City Dubai

337-1500

We are looking for Service Center Manager for one of the market leaders in kitchen appliances across the UAE.

The Service Center Manager will be responsible for overseeing all aspects of the aftersales function, including customer service, technical operations, spare parts, and AMC growth. This role is critical to increasing the profitability and revenue of the business while ensuring exceptional customer satisfaction.

• Strategic & Business Development
  • Develop and implement strategies to grow aftersales revenue, including Annual Maintenance Contracts (AMCs), spare parts, and paid service jobs.
  • Drive business development initiatives with developers, FM companies, and corporate clients to secure long-term service agreements.
  • Design and execute growth plans that directly impact the service center P&L.
• Operations Management
  • Oversee daily service operations to ensure efficient, customer‑focused delivery.
  • Monitor and improve KPI performance: First‑Time Fix Rate (FTF), turnaround time, technician utilization, parts availability, and customer satisfaction scores.
  • Streamline processes from service request to billing, ensuring SLA adherence and cost efficiency.
  • Manage technician teams, including job assignment, daily planning, performance monitoring, and reviewing service reports.
  • Manage escalation cases and ensure timely and effective resolutions.
  • Ensure proper coordination with suppliers regarding technical support, spare parts, and escalated cases.
  • Oversee and manage the service center vehicle fleet, ensuring availability, proper usage, maintenance, registration, insurance renewals, and overall compliance.
  • Monitor, control, and optimize spare parts operations, including stock levels, usage tracking, and consumption analysis.
  • Ensure timely ordering of spare parts based on consumption trends, lead times, and forecasted demand to avoid service delays.
  • Coordinate with the procurement and warehouse team to maintain stock accuracy and prevent shortages or overstock situations.
• Team Leadership & Development
  • Lead and motivate customer service and technical teams; ensure clear roles, accountability, and high performance.
  • Build and implement a continuous training and certification program to enhance technical capability and customer‑handling skills.
  • Arrange regular technical training sessions for technicians to improve skill levels and service quality.
  • Create a culture of accountability, service excellence, and safety.
  • Build strong relationships with clients to enhance retention and upselling opportunities.
  • Manage supplier warranty claims, spare parts planning, and recovery processes.
  • Resolve escalations with professionalism and focus on long‑term trust.
  • Maintain strong coordination with suppliers to ensure timely support and issue resolution.

• 7–12 years of proven experience in service operations, aftersales management, or business development.
• Strong P&L and KPI management experience, with a track record of increasing revenue and profitability.
• Demonstrated success in AMC program development and growth.
• Excellent leadership and people management skills with experience managing cross‑functional teams.
• Strong business acumen and negotiation skills.
• Proficiency with ERP/CRM systems and field service management tools; advanced Excel/BI exposure is a plus.
• Valid UAE driving license.

Follow the Black Pearl channel on WhatsApp.

Black Pearl will never ask for money or any form of charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such a request from any members of our staff or other individuals claiming to be part of Black Pearl, please do call our office at +9712 622 55 03 or drop us a message on our website- www.blackpearlconsult.com.