Operations Manager - Contact Center - Real Estate (Bilingual English Arabic) Job Vacancy in UAE Dubai
Posted date [2025-01-28]
(ID: 33291)
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We’re Concentrix, a global leader in technology and services that empowers the world’s top brands today and into the future. Focused on solutions and driven by technology and intelligence, we design, build, and operate fully integrated, end-to-end solutions at speed and scale for over 2,000 clients, addressing their toughest business challenges. With unique data insights, deep industry expertise, and advanced technology, we are the intelligent transformation partner that simplifies how companies work, interact, and transact.... |
Take charge of a high-performing contact center in Dubai’s real estate sector as an Operations Manager, where you will lead and mentor a team of Team Leaders, drive performance excellence, and optimize customer service operations. This role is perfect for a strategic leader with a passion for coaching, process improvement, and exceeding client expectations. If you have a strong background in contact center management, real estate customer service, and operational efficiency, this is your opportunity to lead a results-driven team in a dynamic and fast-paced environment.
Job Location: Dubai, United Arab Emirates
Job Industry: Real Estate and Customer Experience
Job Function: Contact Center Operations Management
Salary: Negotiable
Gender: Any
Responsibilities:
Leadership & Team Development:
- Lead, coach, and manage a team of Team Leaders to ensure high-quality service delivery.
- Train, develop, and evaluate the performance of direct reports and their teams.
- Conduct regular one-on-one sessions with Team Leaders to review performance and provide developmental coaching.
- Foster a positive work environment, driving employee engagement and motivation.
- Ensure adherence to company policies, resolving employee-related issues in a timely manner.
Operational Performance & Process Improvement:
- Analyze and maintain all Client Service Level Agreements (SLAs) and implement improvement plans as needed.
- Optimize revenue generation through efficient data collection, forecasting, and budgeting strategies.
- Monitor key operational reports, including attendance adherence, client scorecards, and performance metrics.
- Ensure operational efficiency through collaboration with Training, HR, Quality, Workforce Management, and Talent Acquisition teams.
- Implement best practices to enhance client service and operational performance.
- Evaluate staffing needs and make necessary adjustments based on business requirements.
Client Management & Business Strategy:
- Build and maintain strong relationships with client partners, ensuring service excellence.
- Attend business reviews and client meetings to discuss performance, strategies, and continuous improvement plans.
- Drive process optimization and over-deliver on client expectations through innovative solutions.
- Adapt business strategies and operational plans to align with changing client requirements.
Required Skills and Qualifications:
- Bachelor’s degree in a related field.
- Minimum 3 years of experience in contact center operations, preferably within the real estate sector.
- Bilingual proficiency: English (B2+ level) and Arabic speaker.
- Proven ability to analyze and improve work processes, establishing clear goals and strategies.
- Ability to work well under pressure while maintaining a professional and results-driven approach.
- Excellent communication skills with the ability to present information effectively to internal and external stakeholders.
- Strong organizational and prioritization skills to manage projects in a fast-paced environment.
- Demonstrated ability to mentor, coach, and lead teams to success.
- Flexibility to work varied schedules as needed.
Note: Employment in this role is subject to compliance with all legal requirements in the UAE. Additional responsibilities may be assigned based on business needs.
Job Location: Dubai, United Arab Emirates
Job Industry: Real Estate and Customer Experience
Job Function: Contact Center Operations Management
Salary: Negotiable
Gender: Any
Responsibilities:
Leadership & Team Development:
- Lead, coach, and manage a team of Team Leaders to ensure high-quality service delivery.
- Train, develop, and evaluate the performance of direct reports and their teams.
- Conduct regular one-on-one sessions with Team Leaders to review performance and provide developmental coaching.
- Foster a positive work environment, driving employee engagement and motivation.
- Ensure adherence to company policies, resolving employee-related issues in a timely manner.
Operational Performance & Process Improvement:
- Analyze and maintain all Client Service Level Agreements (SLAs) and implement improvement plans as needed.
- Optimize revenue generation through efficient data collection, forecasting, and budgeting strategies.
- Monitor key operational reports, including attendance adherence, client scorecards, and performance metrics.
- Ensure operational efficiency through collaboration with Training, HR, Quality, Workforce Management, and Talent Acquisition teams.
- Implement best practices to enhance client service and operational performance.
- Evaluate staffing needs and make necessary adjustments based on business requirements.
Client Management & Business Strategy:
- Build and maintain strong relationships with client partners, ensuring service excellence.
- Attend business reviews and client meetings to discuss performance, strategies, and continuous improvement plans.
- Drive process optimization and over-deliver on client expectations through innovative solutions.
- Adapt business strategies and operational plans to align with changing client requirements.
Required Skills and Qualifications:
- Bachelor’s degree in a related field.
- Minimum 3 years of experience in contact center operations, preferably within the real estate sector.
- Bilingual proficiency: English (B2+ level) and Arabic speaker.
- Proven ability to analyze and improve work processes, establishing clear goals and strategies.
- Ability to work well under pressure while maintaining a professional and results-driven approach.
- Excellent communication skills with the ability to present information effectively to internal and external stakeholders.
- Strong organizational and prioritization skills to manage projects in a fast-paced environment.
- Demonstrated ability to mentor, coach, and lead teams to success.
- Flexibility to work varied schedules as needed.
Note: Employment in this role is subject to compliance with all legal requirements in the UAE. Additional responsibilities may be assigned based on business needs.
