⏳ Last Date to Apply: Not Mentioned
Sukoon Insurance Manager, Call Center Recruitment 2026: Apply Online
Manager, Call Center
Job Overview
Sukoon Insurance is seeking a dynamic, result-oriented, and highly experienced Call Center Manager to lead its contact center operations in Dubai, UAE. The successful candidate will be responsible for driving operational excellence, enhancing customer satisfaction, and leading a high-performing team of customer service agents. This role requires a strategic thinker who can balance daily operational demands with long-term strategic goals, ensuring that the contact center consistently meets and exceeds its performance targets.
As a Call Center Manager, you will work closely with the Head of Contact Center to implement best practices, streamline processes, and ensure strict adherence to corporate service standards and standard operating procedures (SOPs). You will be directly accountable for both inbound and outbound operations, quality assurance, and direct sales within the consumer lines of business. This is a mid-senior level position that offers an excellent opportunity to make a significant impact on the customer experience journey of one of the region’s leading insurance providers.
Key Operational Areas
- Operational Leadership: Developing, implementing, and reviewing call center processes to maximize efficiency and productivity across all shifts.
- Performance Management: Setting clear performance targets for speed, efficiency, sales, and quality, and utilizing data-driven insights to measure and improve team performance.
- Quality Assurance & Training: Conducting regular call monitoring, buddy training, and coaching sessions to maintain high product knowledge and call quality standards.
- Compliance & Complaint Management: Overseeing the complaint resolution process and ensuring full compliance with DHA and HADD regulations.
- Resource Planning: Managing staffing levels, shift patterns, and equipment sourcing to meet fluctuating customer demands and service level agreements.
Key Job Details
| Company Name | Sukoon Insurance |
| Job Role | Manager, Call Center |
| Experience | Minimum 5 years in Insurance/Finance industry and 5 years in Call Center/Customer Service leadership role. |
| Salary Range | Not Mentioned |
| Job Type | Full-time |
| Work Mode | On-site |
| Openings | Not Specified |
| Job Location | Dubai, United Arab Emirates |
Key Responsibilities
- Lead the call center by developing, implementing, and reviewing operational processes for both inbound and outbound activities.
- Drive customer satisfaction by ensuring timely and effective resolution of customer queries and complaints.
- Maintain a high level of product knowledge across the team to ensure efficient call handling and high sales conversion ratios.
- Keep the team updated on process changes, new product releases, and system updates.
- Ensure strict adherence to call center guidelines, underwriting guidelines, and operational procedures.
- Take accountability for direct sales performance within the consumer lines of business.
- Monitor call quality standards through daily guidance, buddy training, and structured call monitoring.
- Set, monitor, and evaluate performance metrics for speed, efficiency, sales, and quality.
- Manage daily operations, including resource planning, shift scheduling, and equipment sourcing.
- Analyze operational data and forecast performance against weekly and monthly budget figures.
- Manage the complaint handling function in compliance with DHA and HADD regulations.
- Support team development through regular performance reviews, mentoring, and constructive feedback.
Requirements & Qualifications
- Must hold a Bachelor’s degree in any discipline from a recognized institution.
- Minimum of 5 years of professional experience within the Insurance or Financial Services industry.
- Minimum of 5 years of experience in a Call Center or Customer Service Team Lead / Managerial role.
- Proven track record of managing high-performing customer service teams and meeting operational KPIs.
- Strong understanding of call center technology, reporting tools, and budgeting procedures.
- Excellent communication, interpersonal, and leadership skills.
- Strong problem-solving abilities with a positive and patient attitude.
- Familiarity with UAE healthcare regulations (DHA/HADD) is highly desirable.
Required Skills
- Call Center Operations Management
- Performance Metrics & KPI Tracking
- Team Leadership & Mentoring
- Customer Relationship Management (CRM)
- Resource Planning & Scheduling
- Financial Analysis & Budgeting
- Quality Assurance & Call Monitoring
- Complaint Resolution & Compliance
- Excellent Communication & Interpersonal Skills
- Problem-Solving & Decision-Making
About Sukoon Insurance
Sukoon Insurance (formerly Oman Insurance Company) is one of the leading insurance providers in the United Arab Emirates and the wider GCC region. Established in 1975, the company offers a comprehensive range of insurance solutions to individuals and corporates, spanning life, health, motor, property, and general insurance. Sukoon is renowned for its customer-centric approach, digital innovation, and robust financial stability, making it a trusted partner for millions of customers across the region.
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