Job Status : Closed

One of our #insurance #clients is looking to hire a “Manager Contact Center Operations for their #AbuDhabi office.

𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬, 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐚𝐧𝐝 𝐒𝐤𝐢𝐥𝐥𝐬:

1. Minimum of 3 years in a supervisory position in the insurance industry and preferably insurance broker/aggregator.

2. Solid knowledge of all PLs insurance products.

3. Proven experience leading and managing a successful team.

4. Previous experience in training, coaching, and developing a successful team.

5. Exceptional customer service skills, active listening, and excellent verbal and written communication.

6. Ability to adapt to diverse personalities and pay attention to client needs.

7. Managing time effectively, setting priorities, and multitasking.

8. Sound tech knowledge, marketing, and digital marketing activities


1. Design the call center operational strategies by conducting needs, assessments, performance reviews, capacity planning, and cost/benefit analyses; he/she establishes productivity, quality, and customer-service standards for the call center.

2. Drawing on previous experience, he/ she will embrace best practices by ensuring customer service is timely and accurate; develop the quality of customer interaction, call script, and voice response systems, and take part in designing user interfaces.

3. Set departmental goals (sound service level benchmarks) and monitor the quality of call center agents and call handling. Track and deploy emerging positive trends in call center operations within the insurance industry, benchmarking state-of-the-art practices.

4. Prepare annual budget and periodic call center performance reports.

5. Recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures while ensuring the code of conduct and UAE labor law is strictly applied.

6. Provide leadership by projecting a positive attitude and developing motivational strategies.

7. Identify the areas of improvement of customer service procedures and principles.

8. Provide training to subordinates of each team to ensure proper customer service satisfaction.

9. Seek service suppliers; evaluate and implement upgrades, whenever required. – Performs other duties and responsibilities.

10. Assure efficiency of outbound call outcomes and quality assurance for inbound calls.

11. Meet the financial budgets set by the management.

Interested contender may email their applications to with the subject line mentioned as ‘Contact Center’.

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