About the Role:

We are seeking an experienced Assistant Contact Center Manager to oversee operations and drive performance excellence in our dynamic customer service environment. This leadership position requires a strategic thinker with hands-on contact center experience to support service delivery across our Abu Dhabi and Al Ain locations.

Operational Leadership:

The successful candidate will assist in managing daily contact center activities, ensuring service level agreements are consistently met. You will monitor key performance metrics, analyze trends, and implement improvement initiatives to enhance customer satisfaction and operational efficiency.

Team Management:

Your responsibilities include supervising team leaders, coaching agents, and fostering a high-performance culture. The role demands strong people management skills to motivate staff while maintaining quality standards and adherence to protocols.

Technical Requirements:

Candidates must possess 3-5 years of UAE-based contact center experience in supervisory or managerial capacities. Proficiency with contact center technologies including CRM systems, workforce management tools, and quality monitoring platforms is essential.

Performance Focus:

We require professionals with demonstrated success in improving KPIs such as average handle time, first call resolution, and customer satisfaction scores. Your analytical skills will drive data-based decisions to optimize resource allocation and service delivery.

Work Environment:

This position offers the opportunity to work in a fast-paced customer service hub with rotating shifts as needed. You will collaborate with cross-functional teams to implement best practices and innovative solutions in customer experience management.

Why Join Our Team:

We provide competitive compensation, professional development opportunities, and career growth within a global customer experience leader. Our supportive work environment values innovation and excellence in service delivery.

Application Process:

Qualified candidates currently in the UAE should email CVs to careers.me@teleperformance.com with subject line "ACCM". Applications must clearly outline contact center management experience and measurable achievements in previous roles.

About Us

Experience the evolution of Teleperformance as we become TP: a modern, streamlined identity built for the future. Where tech and touch power partnership, and transformation drives performance. See how we help businesses adapt, advance, and lead with tenacity and purpose.