MENA Service Manager – Customer Contact Centre

About the role

As the MENA Service Manager for Trip.com’s customer contact centre, you will lead the outsourced call‑centre teams operating in the United Arab Emirates. You will ensure that Arabic and English customer experiences meet the company’s global standards while driving cost efficiency and continuous improvement across the MENA market.

Key responsibilities

• Implement strategic business plans to support rapid growth of the MENA customer service operation.
• Monitor industry trends and competitor activity, propose optimisation measures and support product competitiveness.
• Oversee day‑to‑day service operations, ensuring alignment with quality and efficiency targets.
• Lead, coach and evaluate operation managers, fostering high performance and customer satisfaction.
• Analyse performance data to identify root‑cause issues and drive improvement initiatives.
• Act as the primary liaison between the Arabic contact centre and the EMEA headquarters, maintaining strong cross‑functional relationships.
• Ensure compliance with HQ quality‑assurance standards and share best practices with global service directors.

Required profile

• Bachelor’s degree or higher.
• More than 10 years of call‑centre management experience, preferably within a BPO environment.
• Proven ability to manage outsourced teams and drive operational excellence.
• Strong communication skills in English; Arabic proficiency is an advantage.

Required skills