Contact Center Team Lead -Turkish speaking

About Richmond Properties

Richmond Properties is a dynamic and growing specialist real-estate business operating across the UAE. Our tagline “Where your story finds a home” reflects our commitment to helping clients buy, sell, rent and invest with confidence. We deliver high-quality service, with a focus on integrity, responsiveness and creating long-term relationships.

Role Summary

We are seeking a dedicated and results-oriented Contact Centre Team Leader to oversee our lead-qualification team. This role is pivotal in converting marketing-generated enquiries into high-quality opportunities for our sales consultants. You will lead a team, define processes, monitor performance and ensure a seamless hand-off from Marketing to Sales.

Key Responsibilities

• Lead, motivate and manage a team of contact-centre/lead-qualification agents, providing coaching, training and performance feedback.
• Take ownership of all incoming leads generated via the Marketing department: ensure prompt response, accurate data capture, qualification and routing to the right sales consultant.
• Establish and refine lead-qualification processes, scripts and workflows.
• Monitor KPIs: lead response time, qualification rate, conversion to appointments/consultations, team productivity and quality metrics.
• Collaborate closely with Marketing to understand campaign funnels, lead sources, lead quality and provide input to optimise lead generation.
• Engage with the Sales team to understand booking/closing outcomes, feed insights back to the team and improve qualification criteria.
• Maintain accurate CRM records and ensure full visibility of lead status, hand-off and follow-up.
• Identify training needs, plan skill-development sessions and foster a continuous improvement mindset within the team.
• Handle escalations and maintain high standards of customer service and professionalism.
• Coordinate client invitation processes for international roadshows. The team will organize invitation lists, confirm attendees, and ensure smooth participation and overall event coordination. Your goal will be to maximize client potential and ensure strong representation at every event.

Required Skills & Experience

• Proven experience (ideally 2-4 years) in a contact-centre or inside-sales environment, with at least 1 year in a supervisory/team-leader role.
• Strong experience of lead-management and qualification processes, ideally in real-estate, property, tele-sales or a related field.
• Excellent leadership skills: able to motivate a team, drive performance, coach individuals and foster collaboration.
• Demonstrable track record of meeting or exceeding KPIs in a lead-conversion or sales-support role.
• Excellent communication skills (written & spoken English and Turkish); additional languages advantageous.
• Strong organisational and process-oriented mindset, with good attention to detail.
• Experience using CRM systems and contact-centre tools; comfortable with data and performance dashboards.
• Ability to work in a fast-paced environment, adapt to changing priorities and maintain quality under pressure.

What We Offer

• The opportunity to work with a well-regarded property business in the UAE, helping to shape growth and scale.
• A professional, supportive and collaborative work environment.
• Competitive remuneration aligned with experience and role responsibilities.
• Opportunity for career development and growth within the company.