Call Centre Manager – UK Utilities
Role Overview
Contact Centre Manager role leading a team that books smart meter installation appointments.
The business supports UK-based energy and engineering services.
The role focuses on team performance, booking targets, customer service, and operational efficiency.
The role is office-based in Goshi Warehouse City, Dubai, with occasional Saturday office visits.
Working hours are Monday to Friday on UK shifts: 12:00 PM–10:00 PM in winter or 11:00 AM–9:00 PM in summer.
Key Skills for This Role
Full Job Posting
About the role
Contact Centre Manager role leading a team that books smart meter installation appointments.
The business supports UK-based energy and engineering services.
The role focuses on team performance, booking targets, customer service, and operational efficiency.
The role is office-based in Goshi Warehouse City, Dubai, with occasional Saturday office visits.
Working hours are Monday to Friday on UK shifts: 12:00 PM–10:00 PM in winter or 11:00 AM–9:00 PM in summer.
Salary and benefits
- Salary is AED 10,000–15,000 per month, depending on experience.
- Benefits include 30 days of annual leave aligned with the UK holiday structure, UAE work visa and residency sponsorship, and private health insurance.
- The employer describes career development opportunities, a supportive international environment, and modern office facilities.
Key responsibilities
- Lead, motivate, and develop booking agents.
- Monitor daily performance, KPIs, and booking targets.
- Coach staff, provide feedback, and manage performance.
- Ensure appointment accuracy, call quality, and compliance.
- Manage attendance, staffing, and daily operations.
- Handle escalated customer queries and operational issues.
- Report on performance and identify areas for improvement.
Candidate requirements
- Previous experience managing a contact centre, booking team, or sales team.
- Strong leadership and performance-management skills.
- Proven ability to achieve targets and KPIs.
- Excellent communication and problem-solving skills.
- Good IT and organizational skills.
- Experience in UK energy or utilities is desirable.
- At least 2 years of call centre management experience is required.
Employment and schedule
- Job type is full-time.
- Schedule is Monday to Friday on UK business hours, with occasional Saturday office visits.
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