Call Center Customer Service

About the role

Schedule

• 12-hour day or night shifts on a rotating schedule.
• 6 days off per month, alternating 1 day off and 2 days off each week.

Responsibilities

• Call officers to confirm they clock in on time for each shift.
• Monitor patrol tours in guard tour software and follow up on missed checkpoints.
• Find coverage for call-offs, late arrivals and no-shows.
• Answer officer questions about post orders and site issues during shifts.
• Handle calls from officers, clients and site contacts professionally.
• Escalate attendance, performance and site issues to operations management.
• Coordinate with field teams and internal departments during incidents.
• Keep schedules, attendance records and dispatch logs accurate.
• Follow standard operating procedures and client post orders.
• Brief the incoming shift on open issues at handoff.
• Write clear incident and shift reports.

Requirements

• Excellent spoken and written English (phone screen and written English test required).
• 2+ years in security dispatch, workforce scheduling, security operations, customer service, or a call center.
• Availability for days, nights, weekends and public holidays.
• Typing speed of 35 WPM or higher.
• Proficiency with Microsoft Office and web-based software.
• Ability to manage multiple calls and tasks under pressure.
• Firm, professional communication when holding officers accountable.
• Valid UAE residence visa, or eligibility for company sponsorship.

Preferred

• Experience with guard tour, scheduling, or workforce management software.
• Experience scheduling or supervising security officers.
• Security guard or supervisor background.
• SIRA certification.

Compensation and Benefits

• AED 4,000 per month.
• UAE employment visa.
• Medical insurance.
• 30 days annual leave.
• Paid training on dispatch and scheduling platforms.
• Advancement to shift supervisor and operations roles.