Call Center Operations Manager

About This Role

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. The manager will lead a team in AAZ while working closely with Miral’s central teams in Abu Dhabi to align KPIs, service strategies, and business goals.

The role is site-dominant (80%), requiring a strong presence at Al Ain Zoo to supervise front-line delivery, monitor guest feedback, provide live reporting to Miral management and manage operational issues in real time. The remaining 20% office time at FWAD is dedicated to management alignment, reporting, presentations, and cross-department collaboration.

Driving license & car are required for transportation.

Leadership and Team Management

• Lead, mentor, and manage.
• Foster a collaborative and high-performance culture within the team.
• Provide regular feedback, performance evaluations, and professional development opportunities for staff.
• Act as a point of escalation and reason, relying on a combination of judgement based on experience, data, and company policies to make decisions.
• Support head of concierge operations to execute initiatives to optimize operations.
• Develop and launch initiatives to improve customer experience and operational efficiencies, building relationships with key stakeholders including external technology providers.

Operational Excellence

• Ensure delivery of high-quality omni-channel customer service (phone, email, chat, socials, and on-site guest support).
• Implement Miral’s contact center frameworks within the Al Ain Zoo operation for consistent guest experience delivery.
• Monitor daily service levels, adherence, and CSAT performance.
• Coordinate shift rosters, attendance, and break schedules to ensure coverage and compliance.

Business Performance and Improvement

• Analyze daily and monthly performance reports and derive insights to enhance service quality and efficiency.
• Lead process improvement initiatives aligned with the SOW obligations of the Operator Agreement between Miral and ZAPIA for Call Center & Customer Experience Services.
• Drive continuous improvement plans to optimize AHT, response rates, sales conversion, and guest satisfaction.

Reporting and Analytics

• Generate bi-weekly and monthly performance presentations on call volumes, SLAs, guest feedback, and operational challenges.
• Utilize data insights to recommend process enhancements and training priorities.
• Ensure data integrity across systems (Sprinklr, Genesys, CRM tools) and coordinate with Miral’s central reporting team.

Collaboration and Stakeholder Management

• Act as the primary liaison between Miral and ZAPIA management on all matters relating to Call Center and Guest Experience.
• Represent the Guest Experience Division in on-site and bi-weekly FWAD meetings to report on KPIs, operational updates, and strategic initiatives.
• Collaborate with IT, Marketing, Sales, and HR teams to ensure seamless alignment of systems and service standards.

Compliance & Governance

• Ensure alignment with UAE labor laws, HSSE requirements, and Al Ain Zoo regulations.
• Comply with the Service Level and Reporting obligations outlined in the SOW for Customer Experience and Call Center Services.
• Monitor team attendance, leave management, and disciplinary compliance.

People Development

• Identify training needs and coordinate skill-development programs to build team capability in guest handling and system proficiency.
• Implement coaching plans for Assistant Managers and Supervisors to support career progression and performance growth.

Essential:

• 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.
• Proficiency in customer service software and tools.
• Strategic thinker with a continuous improvement mindset.
• Ability to work in a fast-paced and dynamic environment.
• Fluent in English.

Desirable:

• Bachelor’s degree
• Leadership certification.
• CX certification.
• Business Improvement Certification(s), i.e. Lean, Design Thinking, Kaizen, Six Sigma
• Project Management certification
• Strong understanding of omni-channel customer service environments (e.g., phone, email, chat, and in-person).
• Exceptional communication and leadership skills with a focus on empathy and coaching.
• Ability to manage multiple priorities and balance team needs with business objectives.
• Strong analytical and reporting skills to identify performance trends and provide actionable insights.
• Experience in guest service, customer satisfaction, and team development.
• Customer service and/or customer experience certification.
• Hospitality diploma.
• English fluency.
• Coaching and mentorship skills.