Bilingual CS Ops Team Lead - Dubai

Talents of Endearment; Dubai; On-site; AED 112,000 - 167,000; Full time

Benefits offered by this job

Competitive salary

NAFIS benefits

Career growth

Health insurance

Modern facilities

Work-life balance

Job summary

Talents of Endearment in Dubai seeks a Customer Service Operations Team Leader to oversee daily call center operations and guide a team of agents toward service excellence. You will monitor metrics, coach staff, resolve escalations, and collaborate with cross-functional teams to improve processes.

The role requires strong leadership, operational discipline, and the ability to drive performance in a fast-paced environment, with a focus on customer experience and compliance.

Qualifications

• Bachelor's degree is required.
• Fluent in Arabic and English; strong communication skills.
• Experience leading multilingual teams in fast-paced environments.
• 3–4 years in customer service, call center, or client-facing ops.
• 1 year in supervisory/leadership roles.
• Knowledge of call center metrics and CRM systems.

Responsibilities

• Supervise and support a team of customer service agents to ensure high-quality service delivery.
• Monitor call volumes, team performance, KPIs and SLAs.
• Conduct coaching, feedback, and performance evaluations.
• Handle escalated customer issues and ensure timely resolution.
• Prepare operational reports for management (daily/weekly/monthly).
• Coordinate with cross-functional teams to close service gaps and improve processes.
• Ensure adherence to call center scripts, quality standards, and compliance.
• Support onboarding and training of new team members.
• Identify opportunities for workflow optimization and better customer experience.
• Maintain a positive, motivating team environment.

Skills

Leadership

Arabic & English

Communication

Problem-Solving

Operational Acumen

Coaching & Development

Emotional Intelligence

Education

Bachelor's degree in Business Administration, Management, or Communications

Certifications in Leadership, Customer Service Management, or Quality Assurance

Tools

Salesforce

Zendesk

Microsoft Dynamics

Excel

PowerPoint

WFM tools

Job description

Talents of Endearment in Dubai seeks a Customer Service Operations Team Leader to oversee daily call center operations and guide a team of agents toward service excellence. You will monitor metrics, coach staff, resolve escalations, and collaborate with cross-functional teams to improve processes.

The role requires strong leadership, operational discipline, and the ability to drive performance in a fast-paced environment, with a focus on customer experience and compliance.