Call Center Team Leader

We are looking for a Call Center Team Leader to oversee the daily operations of our customer service team and ensure service excellence across all touchpoints. Your mission will be to drive team performance, ensure KPIs are met, and maintain a high standard of customer interaction and satisfaction.

The ideal candidate is a bilingual (Arabic and English) professional with proven experience in managing contact center teams, resolving escalations, and motivating staff. You should be results-oriented, highly organized, and a natural communicator who thrives in fast-paced, customer-driven environments.

If you're ready to lead by example and deliver exceptional customer support outcomes—read on.

Key Responsibilities

Core Functions

• Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met.

• Monitor call queues, handle escalated issues, and step in to support agents when necessary.

• Conduct regular performance evaluations and coach team members for continuous improvement.

• Analyze call center metrics to identify trends and implement process enhancements.

Collaboration & Communication

• Serve as the communication bridge between frontline agents and senior management.

• Coordinate with other departments (e.g., IT, sales, logistics) to resolve customer issues efficiently.

• Lead daily team briefings and encourage open dialogue for feedback and idea sharing.

• Foster a positive, team-oriented culture focused on accountability and growth.

Performance & Reporting

• Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution.

• Develop and execute action plans to improve underperforming metrics.

• Maintain accurate documentation of team activities, call outcomes, and training records.

• Provide strategic input on improving customer engagement and operational efficiency.

Requirements:

• 3–5 years of experience in a call center environment, with at least 1 year in a supervisory role.

• Fluency in both Arabic and English.

• Strong leadership and conflict resolution skills.

• Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys).

• Exceptional communication and coaching abilities.

• Ability to analyze data and make decisions based on insights.

• Bachelor’s degree preferred; relevant certifications are a plus.

Salary & Benefits:

Competitive Salary: 8,000 – 15,000 AED/month
Work Visa sponsorship
Medical insurance
30 days of paid annual leave
Ongoing training and professional development
Supportive team culture with performance recognition programs

Work Arrangement:

Type: Full-time, on-site position

Note: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE.

Why Join Us?

Lead a dynamic and motivated team in a fast-paced environment
Gain exposure to operational strategy and customer experience innovation
Be part of a stable company with growth opportunities
Work in a bilingual, multicultural environment that values excellence

Organized and efficient? Step into a role where your structure powers our success. Apply now!