contact center team lead

ALBA CORP

<div>
 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&mdash;read on.
 
 
 
 Key ResponsibilitiesCore Functions
 
 
 
 <ul>
 <li>
 Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met.
 </li>
 <li>
 Monitor call queues, handle escalated issues, and step in to support agents when necessary.
 </li>
 <li>
 Conduct regular performance evaluations and coach team members for continuous improvement.
 </li>
 <li>
 Analyze call center metrics to identify trends and implement process enhancements.
 
 
 </li>
 </ul>
 
 Collaboration &amp; Communication
 
 
 
 <ul>
 <li>
 Serve as the communication bridge between frontline agents and senior management.
 </li>
 <li>
 Coordinate with other departments (e.g., IT, sales, logistics) to resolve customer issues efficiently.
 </li>
 <li>
 Lead daily team briefings and encourage open dialogue for feedback and idea sharing.
 </li>
 <li>
 Foster a positive, team-oriented culture focused on accountability and growth.
 
 
 </li>
 </ul>
 
 Performance &amp; Reporting
 
 
 
 <ul>
 <li>
 Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution.
 </li>
 <li>
 Develop and execute action plans to improve underperforming metrics.
 </li>
 <li>
 Maintain accurate documentation of team activities, call outcomes, and training records.
 </li>
 <li>
 Provide strategic input on improving customer engagement and operational efficiency.
 
 
 </li>
 </ul>
 
 Requirements:
 
 
 
 <ul>
 <li>
 3&ndash;5 years of experience in a call center environment, with at least 1 year in a supervisory role.
 </li>
 <li>
 Fluency in both Arabic and English.
 </li>
 <li>
 Strong leadership and conflict resolution skills.
 </li>
 <li>
 Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys).
 </li>
 <li>
 Exceptional communication and coaching abilities.
 </li>
 <li>
 Ability to analyze data and make decisions based on insights.
 </li>
 <li>
 Bachelor&rsquo;s degree preferred; relevant certifications are a plus.
 
 
 </li>
 </ul>
 
 Salary &amp; Benefits:
 
 
 Competitive Salary:
 
 8,000 &ndash; 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!
 
</div>

Call Center Team Leader

Alba Corporation

<div>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&mdash;read on.<h3 class="jobSectionHeader">
Key Responsibilities</h3>
Core Functions<ul>
<li>
Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met.</li>
<li>
Monitor call queues, handle escalated issues, and step in to support agents when necessary.</li>
<li>
Conduct regular performance evaluations and coach team members for continuous improvement.</li>
<li>
Analyze call center metrics to identify trends and implement process enhancements.</li>
</ul>
Collaboration &amp; Communication<ul>
<li>
Serve as the communication bridge between frontline agents and senior management.</li>
<li>
Coordinate with other departments (e.g., IT, sales, logistics) to resolve customer issues efficiently.</li>
<li>
Lead daily team briefings and encourage open dialogue for feedback and idea sharing.</li>
<li>
Foster a positive, team-oriented culture focused on accountability and growth.</li>
</ul>
Performance &amp; Reporting<ul>
<li>
Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution.</li>
<li>
Develop and execute action plans to improve underperforming metrics.</li>
<li>
Maintain accurate documentation of team activities, call outcomes, and training records.</li>
<li>
Provide strategic input on improving customer engagement and operational efficiency.</li>
</ul><h3 class="jobSectionHeader">
Requirements:</h3><ul>
<li>
3&ndash;5 years of experience in a call center environment, with at least 1 year in a supervisory role.</li>
<li>
Fluency in both Arabic and English.</li>
<li>
Strong leadership and conflict resolution skills.</li>
<li>
Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys).</li>
<li>
Exceptional communication and coaching abilities.</li>
<li>
Ability to analyze data and make decisions based on insights.</li>
<li>
Bachelor&rsquo;s degree preferred; relevant certifications are a plus.</li>
</ul><h3 class="jobSectionHeader">
Salary &amp; Benefits:</h3>
Competitive Salary: 8,000 &ndash; 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<h3 class="jobSectionHeader">
Work Arrangement:</h3>
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.<h3 class="jobSectionHeader">
Why Join Us?</h3>
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!</div>

Deloitte

<div>Our Deloitte Sales &amp; Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce 
 
Recruiting for this role ends on March 31, 2026. 
 
Work You'll Do 
 
As a Specialist Leader, you will help clients modernize and transform their contact centers using CCaaS and Generative AI-anchored on AWS (e.g., Amazon Connect, Lex, Bedrock) and informed by cross-platform capabilities. This role is for a leader who can operate comfortably with business and technical stakeholders, shape the solution, and drive end-to-end delivery-from vision and architecture through build, launch, and adoption. 
<ul><li>
Lead end-to-end AI-enabled contact center transformations-owning client-facing strategy, solution architecture, and delivery-to translate servicing goals into roadmaps and measurable outcomes.</li>
<li>Architect and deliver Contact Center AI solutions using GenAI patterns (prompting, RAG, agent/tool-calling), with robust evaluation and safety controls.</li><li>
Support pursuits where Contact Center AI is core-shaping scope, estimates, and storylines; aligning with alliance partners; leading client workshops and executive discussions.</li><li>
Build and lead high-performing teams by mentoring practitioners, setting delivery standards, and helping clients operationalize solutions at scale.</li></ul>
 
The Team 
 
Our Sales &amp; Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets. 
 
Qualifications 
 
Required: 
 
 
<ul><li>10+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions.
</li><li>5+ years project experience architecting, building, and supporting cloud-based solutions on AWS.</li> 
</ul> 
 
<ul><li>Bachelor's Degree in Computer Science, Engineering or equivalent work experience.</li> 
</ul> 
<ul><li>Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve.</li>
<li>Limited immigration sponsorship may be available.</li>
</ul> 
Preferred : 
<ul>
<li>Production delivery experience with Amazon Connect, Amazon Lex, and Amazon Bedrock (including streaming patterns, security, monitoring/operations).</li>
<li>Experience implementing enterprise controls: IAM, network segmentation (VPC), secrets management (Secrets Manager/KMS), and observability (CloudWatch).</li>
<li>Cross-platform exposure to Google Gemini (API/Vertex AI) and/or Dialogflow, including tool calling, safety controls, quotas/limits, and platform trade-offs.</li>
<li>Experience leading Contact Center AI use cases end-to-end (design through adoption) and partnering with contact center operations leaders on change management and KPI realization.</li>
<li>Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)</li> 
</ul> 
 
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html 
 
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $167,000 to $307,500. 
 
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. 
 
#Customer_US 
 
#SS_US</div>

Contact Center AI & CCaaS, Senior Manager

Stork Consultants

Job Description: The Call Center Team Lead will supervise, guide, and monitor the call center team to ensure quality is maintained, and client inquiries are handled efficiently.2️ Key Responsibilities<ul><li>Supervise day-to-day call center operations.</li><li>Monitor and evaluate team performance (call quality, lead conversion, attendance).</li><li>Train and motivate team members to improve performance.</li><li>Handle escalated client issues professionally.</li><li>Maintain daily and weekly reports for management.</li><li>Ensure adherence to SOPs and company policies.</li></ul>3️ Required Skills<ul><li>Minimum 2&ndash;3 years experience in call center or customer service supervision.</li><li>Strong english communication and leadership skills.</li><li>Ability to analyze performance metrics and improve team efficiency.</li><li>Familiarity with CRM systems and call monitoring tools.</li><li>Problem-solving and decision-making capabilities.</li><li>Ability to work night shifts (8pm-4am)</li></ul>4️ Preferred Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration / Communications or related field.</li><li>Experience in sales-oriented or call centers.Preferred Qualifications</li></ul>Job Type: Full-timePay: From Rs100,000.00 per monthWork Location: In person

Call Center Team Lead

Golden 1 Credit Union

TITLE: SUP - CONTACT CENTER
 STATUS: EXEMPT
 DEPARTMENT: MEMBER SERVICE CONTACT CENTER (MSCC)
 DATE: 06/19
 REPORTS TO: MGR - CONTACT CENTER OPERATIONS
 JOB CODE: 5004
 PAY RANGE: $77,500.00 - $78,000.00 ANNUALLY
 
GENERAL DESCRIPTION: 
The supervisor of a contact center team plays a pivotal role in advancing Golden 1 Credit Union’s service excellence by leading teams responsible for member interactions. Reporting to the Contact Center Operations Manager, the Supervisor drives operational success, team performance, and member satisfaction while contributing to the strategic objectives of the organization.
 
TASKS, DUTIES, FUNCTIONS: 
1. Provide inspirational leadership to service teams through coaching, training, and performance management, fostering a culture of excellence.
 2. Conduct regular performance evaluations, offering constructive feedback and development plans to align with Golden 1’s goals.
 3. Ensure cross-training across specialty functions, enabling adaptability and a comprehensive understanding of Golden 1’s products and services.
 4. Maintain an engaging work environment that emphasizes teamwork, open communication, and a commitment to continuous improvement.
 5. Manage team administrative needs, including payroll, personnel records, and performance reports.
 6. Collaborate with other supervisors and departments to design and implement strategies enhancing service delivery, operational efficiency, and member satisfaction.
 7. Develop actionable plans to meet and exceed Contact Center performance metrics, emphasizing quality resolution for escalated and complex cases.
 8. Act as a liaison across departments to ensure alignment and promote seamless service experiences for members.
 9. Regularly review and update team procedures, ensuring compliance with regulatory standards, security protocols, and organizational policies.
 10. May provide subject matter expertise and guidance for fraud management and resolution of complex or sensitive member inquiries.
 11. Ensure that teams are equipped with the tools, knowledge, and resources to address member needs effectively.
 12. Partner with internal stakeholders to mitigate risks and maintain operational integrity.
 13. Stay informed on state and federal laws, including Bank Secrecy Act and anti-money laundering regulations, ensuring team compliance.
 14. Promote operational integrity by maintaining robust controls that align with Golden 1’s risk appetite.
 15. Complete required regulatory training modules and instill a compliance-focused culture within the team.
 16. Inspire team members by embodying Golden 1’s mission, vision, and core values.
 17. Actively promote skill development, coaching, and career growth opportunities.
 18. Foster a supportive and inclusive workplace where team morale thrives.
 19. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
 PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
 1. Effective oral and written communication skills required to train and evaluate staff and constructively follow-up on member inquiries and concerns.
 2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a typewriter, a financial calculator, personal computer, facsimile machine, telephone, and typewriter, if needed.
 
ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 
1. INTERNAL: Branch, Department, IT and staff.
 2. EXTERNAL: Vendors, credit unions, and other industry related associations.
 
QUALIFICATIONS: 
1. EDUCATION: Bachelor’s Degree in related field or equivalent work experience.
 2. EXPERIENCE: Minimum of three years of progressive experience in member service/customer service roles, and at least one year of supervisory experience preferred.
 3. KNOWLEDGE/SKILLS: Strong oral and written communications skills, current knowledge of The Golden 1 products, services, policies, and procedures, member relations, electronic banking equipment, credit union rules, regulations and sound working knowledge of the methods and principles of sound business practices
 
PHYSICAL REQUIREMENTS: 
1. Prolonged sitting throughout the workday on the telephone to accomplish tasks.
 2. Hearing in the normal range is required. A telephone device to enhance hearing will be provided if needed.
 3. Corrected vision in the normal range is required to read on-line computer screens and prepare required documentation.
 
LICENSES / CERTIFICATIONS: 
NONE
 #LI-Hybrid
 THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.
 
REV. 03.19.2026

MSCC - Team 20 - Supervisor - Contact Center

North South Consulting Group

<div>Act as the frontline leader within the NIH call center, ensuring smooth shift operations and real-time performance management. The Team Lead Operator bridges leadership and staff by coaching operators, resolving escalations, and maintaining service continuity in a fast-paced, high-stakes environment.<h3 class="jobSectionHeader">
Key Responsibilities</h3><ul><li>
Supervise and support call center operators during assigned shifts</li><li>
Monitor real-time call activity, service levels, and response times</li><li>
Handle escalated or complex calls, including emergency communications (e.g., Code Blue, signal paging)</li><li>
Provide on-the-job coaching, training reinforcement, and performance feedback</li><li>
Ensure adherence to call handling procedures, scripts, and protocols</li><li>
Assist with quality assurance efforts and reporting metrics</li><li>
Support training delivery using a &ldquo;train-the-trainer&rdquo; model</li><li>
Coordinate with management on staffing, scheduling, and operational issues</li></ul><h3 class="jobSectionHeader">
Required Qualifications</h3><ul><li>
U.S. Citizenship (required)</li><li>
Experience in call center operations, preferably in healthcare or emergency communications</li><li>
Demonstrated leadership or supervisory experience</li><li>
Strong decision-making and problem-solving skills under pressure</li><li>
Excellent communication and interpersonal abilities</li><li>
Familiarity with call center technologies and reporting tools</li></ul>
DMDVqVxvKw</div>

Prestige Windows

<div>Company: Premier Home Improvements a family owned and operated provider of hurricane impact windows, doors and roofing products to Homeowners.
Position: Call Center Team Leader - Home Improvements
Required Skills:<ul><li>
Must have experience managing appointment setters in home improvement industry</li></ul>
Experience:<ul><li>
3 years of outbound/inbound phone/call center management experience (Home Improvement experience required)</li><li>
A proven track record in an outbound phone sales environment is a MUST</li></ul>
Responsibilities:<ul><li>
Hire, train, and manage appointment setters.</li></ul>
Position Offers:<ul><li>
Competitive Compensation</li><li>
Career Growth</li><li>
Team Environment</li></ul>
To Apply: 
All applicants must submit their updated resume along with their contact phone number. Once qualified, selected candidates will be contacted for a phone interview. 
#hc228840</div>

Call Center Team Leader Home Improvements

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