Bilingual Call Center Team Leader — Lead & Coach Excellence

ALBA CORP; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading customer service provider in Dubai is looking for a Call Center Team Leader to oversee operations, drive team performance, and enhance customer satisfaction. The ideal candidate should have at least 3 years of experience, be bilingual in Arabic and English, and possess strong leadership skills. This full-time role requires a proactive individual to foster a positive work environment while achieving key performance indicators. Competitive salary, benefits, and professional development opportunities are provided.

Benefits

Work Visa sponsorship

Medical insurance

30 days of paid annual leave

Ongoing training and professional development

Performance recognition programs

Qualifications

• Experience in a call center environment with at least 1 year in a supervisory role.
• Fluency in both Arabic and English.
• Exceptional communication and coaching abilities.

Responsibilities

• Supervise day-to-day call center operations ensuring SLAs and quality standards are met.
• Analyze call center metrics to identify trends and implement process enhancements.
• Track and report on KPIs including customer satisfaction and first-call resolution.

Skills

Bilingual (Arabic and English)

Leadership skills

Conflict resolution

Communication skills

Analytical skills

Education

Bachelor's degree preferred

Tools

Call center software

CRM platforms (e.g. Zendesk, Freshdesk, Genesys)

Job description

A leading customer service provider in Dubai is looking for a Call Center Team Leader to oversee operations, drive team performance, and enhance customer satisfaction. The ideal candidate should have at least 3 years of experience, be bilingual in Arabic and English, and possess strong leadership skills. This full-time role requires a proactive individual to foster a positive work environment while achieving key performance indicators. Competitive salary, benefits, and professional development opportunities are provided.