# Call Centre & Contact Centre Professionals

**Company:** [Hire Resolve.com](null/companies/e4WJLfrQ6swT9ChxU7G5iT.md)
**Location:** Ajman, United Arab Emirates
**Workplace:** on site
**Employment type:** Full-time
**Department:** Information Technology

[Apply for this job](null/view/da6d63cf-0c7b-4e0a-8f99-c37853991216)

## Description

**Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals** for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a **multi-role opportunity** spanning operations management, team leadership, quality, training, workforce management (WFM), customer experience (CX), and performance optimisation, with **clear progression toward senior leadership roles** (Senior Manager, Head of Contact Centre, and Director-level positions).

### Key Responsibilities

-   Lead and improve day-to-day contact centre operations across voice, email, chat, and digital channels
-   Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
-   Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
-   Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
-   Implement QA frameworks, calibration routines, and root-cause analysis to raise service consistency
-   Oversee onboarding, training, and knowledge management to maintain readiness and quality standards
-   Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
-   Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
-   Ensure customer handling and data practices align with applicable UAE requirements and internal governance standards
-   Maintain workplace standards aligned with UAE health, safety, and employer obligations in a contact centre environment

## Requirements

-   **Education/qualifications:** Diploma or bachelor’s degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience is considered for strong profiles
-   **Experience:** Typically **6–12+ years** in call centre/contact centre environments, including **3–6+ years** in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
-   **Core capabilities:**

-   People leadership, coaching, performance management, and change delivery
-   KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
-   WFM fundamentals (forecasting, scheduling, real-time management, adherence)
-   Quality assurance, training design, escalations/complaints management, and CX improvement
-   Strong stakeholder management across Operations, Sales, IT, Compliance, and HR

-   **Systems/tools (varies by role):** CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

## Benefits

-   Private Health Insurance
-   Pension Plan
-   Paid Time Off
-   Training & Development