Customer Care Manager - UAE

📋 Description

• Lead UAE customer care from Cairo site, overseeing Team Leaders and ensuring operational
• Own department KPIs: service level, average handling time, customer satisfaction; interpret data to
• Manage performance gaps, drive coaching, queue and workflow adjustments within operation.
• Partner with QA and Training to onboard, coach, and upskill for better service.
• Escalate complex UAE customer grievances with speed and ownership.
• Lead recruitment to build a top-tier talent pool.

🎯 Requirements

• Proven experience leading managers in high-volume, multi-channel customer care (end-to-end
• Hands-on operational fluency: know tools, data, and workflows; operate rather than delegate for
• Advanced CRM, telephony, and channel tools experience (e.g., Zendesk, Salesforce); data
• Data-driven, emotionally intelligent leadership with capability to manage offshore sites.
• Ability to translate raw analytics and surveys into actionable performance improvements.
• Excellent attention to detail and project management; balance speed and quality.

🎁 Benefits