Account Manager - Operations BPO

Job Summary:

We are seeking a dynamic and results-driven Account Manager - Operations to lead a large-scale BPO operation with a workforce of 1,00+ employees.

The ideal candidate will have a strong understanding of BPO KPIs, service deliveries, regulatory compliance, and operational efficiency in( the UAE market. This role requires exceptional leadership, communication, and analytical skills to drive operational success and ensure client satisfaction.

Key Responsibilities:

• Operational Leadership: Oversee large-scale BPO operations, optimizing processes for peak efficiency.
• KPI & Performance Management: Track and enhance BPO-specific KPIs such as CSAT, AHT, FCR, SLA adherence, and quality scores.
• Team Management: Lead, mentor, and develop a 1,00+ person workforce, ensuring high engagement and productivity.
• Client Relationship Management: Serve as the primary liaison for clients, ensuring service excellence and alignment with business objectives.
• Compliance & UAE Regulatory Knowledge: Ensure adherence to UAE labor laws, data protection regulations, and local industry standards.
• Process Improvement & Automation: Identify and implement AI-driven automation and workflow enhancements for efficiency gains.
• Financial Acumen: Manage cost optimization, billing models, and budget adherence in large-scale operations.
• Crisis Management & Conflict Resolution: Handle escalations, service recovery, and reputation management effectively.
• Reporting & Analytics: Provide data-driven insights for strategic decision-making and continuous improvement.
• Stakeholder Collaboration: Work closely with internal teams, clients, and vendors to drive seamless operations.

Required Skills:

• Multilingual Communication: Strong English (C6+, Arabic preferred for client interactions.
• Cultural Awareness: Understanding of Middle Eastern business etiquette and customer service expectations.
• Technical Proficiency: Experience with CRM systems, cloud-based contact centers, and omnichannel communication tools.
• Performance Analytics: Ability to interpret data, generate reports, and optimize operations.
• Leadership & People Management: Proven ability to manage, motivate, and develop large teams.
• Networking & Relationship Building: Strong stakeholder management with local and international clients.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Certifications in BPO operations, Six Sigma, or process improvement methodologies.

Why Join Us?

• Lead a large-scale BPO team in a dynamic and fast-growing market.
• Work with global clients and cutting-edge technologies in the industry.
• Competitive compensation and opportunities for career growth in the UAE.

  Job Summary:

  We are seeking a dynamic and results-driven Account Manager - Operations to lead a large-scale BPO operation with a workforce of 1,00+ employees.

  The ideal candidate will have a strong understanding of BPO KPIs, service deliveries, regulatory compliance, and operational efficiency in( the UAE market. This role requires exceptional leadership, communication, and analytical skills to drive operational success and ensure client satisfaction.

  Key Responsibilities:

• Operational Leadership: Oversee large-scale BPO operations, optimizing processes for peak efficiency.
• KPI & Performance Management: Track and enhance BPO-specific KPIs such as CSAT, AHT, FCR, SLA adherence, and quality scores.
• Team Management: Lead, mentor, and develop a 1,00+ person workforce, ensuring high engagement and productivity.
• Client Relationship Management: Serve as the primary liaison for clients, ensuring service excellence and alignment with business objectives.
• Compliance & UAE Regulatory Knowledge: Ensure adherence to UAE labor laws, data protection regulations, and local industry standards.
• Process Improvement & Automation: Identify and implement AI-driven automation and workflow enhancements for efficiency gains.
• Financial Acumen: Manage cost optimization, billing models, and budget adherence in large-scale operations.
• Crisis Management & Conflict Resolution: Handle escalations, service recovery, and reputation management effectively.
• Reporting & Analytics: Provide data-driven insights for strategic decision-making and continuous improvement.
• Stakeholder Collaboration: Work closely with internal teams, clients, and vendors to drive seamless operations.

• Required Skills:

• Multilingual Communication: Strong English (C6+, Arabic preferred for client interactions.
• Cultural Awareness: Understanding of Middle Eastern business etiquette and customer service expectations.
• Technical Proficiency: Experience with CRM systems, cloud-based contact centers, and omnichannel communication tools.
• Performance Analytics: Ability to interpret data, generate reports, and optimize operations.
• Leadership & People Management: Proven ability to manage, motivate, and develop large teams.
• Networking & Relationship Building: Strong stakeholder management with local and international clients.

• Preferred Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Certifications in BPO operations, Six Sigma, or process improvement methodologies.

• Why Join Us?

• Lead a large-scale BPO team in a dynamic and fast-growing market.
• Work with global clients and cutting-edge technologies in the industry.
• Competitive compensation and opportunities for career growth in the UAE.