Arabic-Speaking Contact Centre Leader

VIVO Defence Services; Abu Dhabi; On-site; AED 167,000 - 257,000; Full time

Job summary

Serco is seeking an experienced Contact Centre Team Leader (Arabic speaker) to oversee the Abu Dhabi Airport contact center. The role ensures daily auditing, system checks, and timely action on issues, while managing SLAs and KPIs.

You will coordinate with internal and external stakeholders, schedule tasks, and produce daily and weekly reports. The ideal candidate has call center experience and strong Excel and organizational skills.

Qualifications

• 4–6 years experience in a similar role.
• University/College degree.
• Experience with internal and external stakeholders.
• Strong negotiation and presentation skills.
• Ability to work closely and cooperatively with internal and external stakeholders.
• Basic project management skills of budget, timeline and resources.
• Organizational, time-management, computer and administrative skills.
• Excellent Microsoft Excel skills.
• Experience in a call center environment.
• Collaborates well with other business functions and a good integrator.

Responsibilities

• Attend regular management meetings with service providers and note follow up actions.
• Coordinate follow up on action items.
• Assist in the compliance of existing Health and Safety policy, safe working practices.
• Ensure all service providers remain compliant to the policies.
• Ensure building plans are kept up to date.
• Recommend improvements that could be made to the system and administration of services.
• Support in scheduling and managing tasks on the system.
• Support withintegration and coordination of systems.
• Produce reports - Daily reports, look ahead weekly reports and other specific.

Skills

Stakeholder management

Negotiation

Presentation

Project management

Time management

Collaboration

Education

University/College degree

Tools

Microsoft Excel

Job description

Serco is seeking an experienced Contact Centre Team Leader (Arabic speaker) to oversee the Abu Dhabi Airport contact center. The role ensures daily auditing, system checks, and timely action on issues, while managing SLAs and KPIs.

You will coordinate with internal and external stakeholders, schedule tasks, and produce daily and weekly reports. The ideal candidate has call center experience and strong Excel and organizational skills.