Call Center Operations Manager

Job Overview

The Al Ain Zoo Operations Manager (Call Center) is responsible for the day-to-day management, performance, and continuous optimization of all call center operations for Al Ain Zoo under Miral Destinations’ sales division. This role ensures that every interaction, whether by phone, email, chat, or social media, reflects world-class service standards and supports Al Ain Zoo’s mission of education, conservation, and guest delight.

Company Overview

Miral Destinations is a leading organization based in Abu Dhabi Emirate, United Arab Emirates, focused on creating and managing world-class destinations and experiences. They are committed to excellence in customer service and operational efficiency.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: None
• Experience: 3+ Years

Key Responsibilities

• Lead, mentor, and manage a team within the call center operations.
• Ensure the delivery of high-quality omni-channel customer service.
• Analyze daily and monthly performance reports to enhance service quality and efficiency.
• Act as the primary liaison between Miral and ZAPIA management.
• Identify training needs and coordinate skill-development programs.
• Implement coaching plans for Assistant Managers and Supervisors.

Requirements

• Management Diploma or related field or certification in Contact Centre management (COPC).
• 3+ years experience in customer service operations, hospitality, or customer experience.
• 1+ years experience in managing business improvement programs.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with experience in data-driven decision-making.

Benefits

• Opportunities for professional development and career growth.
• Collaborative and high-performance work culture.
• Exposure to world-class service standards and practices.
• Opportunity to work with a leading organization in destination management.
• Engaging and dynamic work environment.
• Be part of Al Ain Zoo’s mission of education and conservation.