MENA Service Manager – Contact Centre

About the role

Trip.com Group is seeking a MENA Service Manager to lead its outsourced contact‑centre operations 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 loyalty 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 initiatives, and enhance product competitiveness.
• Oversee day‑to‑day service operations, aligning them with Trip.com’s quality and efficiency goals.
• Lead, coach, and evaluate operation managers, fostering high performance and customer satisfaction.
• Analyse performance data to identify root‑cause issues and improvement opportunities.
• Act as the primary liaison between the Arabic contact centre and Trip.com’s EMEA headquarters, ensuring smooth communication and adherence to quality‑assurance standards.
• Collaborate with global service directors to share best practices and address local requirements.

Required profile

• Bachelor’s degree or higher.
• 10+ years of call‑centre management experience, preferably within a BPO environment.
• Proven people‑management skills, including coaching, performance reviews, and team development.
• Excellent communication abilities in both Arabic and English.

Required skills