Contact Center Team Manager - Fintech

Company Description iSON Xperiences is a customer experience and AI solutions company that blends advanced technology with human-centered service. The organization focuses on transforming businesses through AI-powered customer engagement that enhances innovation, efficiency, and seamless interactions. As a pioneer in this space, iSON Xperiences helps clients scale smarter, optimize operations, and deliver customer journeys that go beyond simple automation. Team members join a future-focused environment that embraces AI while valuing empathy, collaboration, and meaningful connections.Role Description The Contact Center Team Manager – Fintech will lead and manage a customer service team supporting fintech products and services in a fast-paced contact center environment. This full-time, on-site role is based in Dubai and oversees daily operations, including monitoring call performance, managing schedules, and ensuring adherence to service-level agreements and compliance standards. The manager will coach and mentor team members, conduct performance reviews, and provide ongoing training to improve customer interactions and product knowledge. Responsibilities include handling escalations, analyzing customer feedback and operational reports, and collaborating with internal stakeholders to enhance processes and resolve issues. The role also involves aligning team objectives with business goals, ensuring regulatory compliance within the fintech sector, and maintaining a high standard of customer experience.Qualifications Proven experience leading contact center teams, with strong people management, coaching, and performance supervision skills.Background in customer service or operations within fintech, banking, or financial services, with knowledge of digital financial products and regulatory requirements.Ability to use contact center tools and analytics platforms to monitor KPIs, optimize workflows, and report on performance and customer experience trends.Strong communication, conflict resolution, and stakeholder management skills to handle escalations and collaborate across departments.Experience implementing quality assurance practices, training programs, and continuous improvement initiatives in a customer-facing environment.Comfort working in an on-site, high-volume environment in Dubai, with flexibility to manage shifts and changing operational needs.Bachelor’s degree in Business, Finance, Management, or a related field, or equivalent practical experience.Prior experience in AI-enabled or technology-driven contact centers is an advantage.