Call Center Manager (Arabic Speaking only) Gibraltar Technologies LLC

We are seeking a highly experienced and results-driven Call Center Manager who is fluent in Arabic and English to lead our customer service operations. The ideal candidate will have a strong background in managing high-performing call centers and a proven track record of aligning operations with the Global Star Rating System (7-star excellence standards) or similar frameworks.

Key Responsibilities:

� Operational Leadership

• Lead, coach, and manage the daily operations of the call center team to ensure top-tier service delivery.
• Set and monitor KPIs (First Call Resolution, Average Handling Time, CSAT, NPS, etc.) aligned with Global Star Rating benchmarks.
• Optimize workforce management, shift scheduling, and resource allocation for 24/7 coverage (if applicable).

⭐ Customer Experience Excellence

• Drive a customer-first culture, ensuring service quality exceeds customer expectations.
• Implement feedback loops and continuous improvement strategies based on customer insights and analytics.
• Monitor customer interactions and ensure compliance with quality assurance standards.

� Strategy & Compliance

• Develop and execute strategies to achieve or maintain a 5 or 7-star rating under the Global Star Rating system or similar frameworks.
• Ensure full compliance with industry regulations, privacy standards, and service protocols.
• Work closely with CX consultants or auditors if undergoing certification.

� Team Development

• Recruit, train, and mentor call center agents and team leaders.
• Establish performance plans and conduct regular evaluations.
• Foster a high-performance culture and employee engagement.

� Reporting & Analysis

• Prepare and present weekly/monthly performance reports to senior management.
• Analyze trends and recommend actionable insights for process optimization.

Required Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field. MBA is a plus.
• Fluent in Arabic and English (spoken and written).
• 5–8+ years of experience in a call center management role, preferably in a government entity, telecom, banking, or service-oriented organization.
• Demonstrated success in achieving high customer satisfaction scores and meeting Global Star Rating or similar excellence benchmarks.
• Strong knowledge of CRM systems, call center software, and reporting tools.
• Exceptional leadership, communication, and conflict resolution skills.

Preferred:

• Experience working in the GCC or with government service centers (especially UAE).
• Exposure to EFQM, ISO 18295, COPC, or Global Star Rating certification processes.
• Background in managing bilingual teams or multi-channel contact centers (voice, chat, email, social).