Call Center Team Lead

Kingston Stanley; Dubai; On-site; AED 240,000 - 420,000; Full time

Job summary

Kingston Stanley is seeking an experienced Call Centre Manager / Team Lead to oversee daily call centre operations in Dubai. You will lead a team of agents, monitor KPIs, handle escalations and ensure top-tier customer experiences using CRM systems and call centre platforms.

The role requires 5–8 years in call centre operations, 2–3 years in leadership, and fluency in both Arabic and English. A Bachelor’s degree is preferred. Excellent communication and problem-solving skills are essential.

Qualifications

• Bachelor’s degree in Business Administration or related field preferred.
• 5–8 years of experience in call centre operations or customer service.
• 2–3 years of experience in a team leadership or supervisory role.
• Proven experience managing teams, monitoring KPIs and driving performance.
• Strong understanding of call centre metrics, quality assurance and customer service processes.
• Familiarity with CRM systems and call centre platforms.
• Excellent leadership, communication and problem-solving skills.
• Fluency in Arabic and English is essential.

Responsibilities

• Oversee daily call centre operations, ensuring customer enquiries and service requests are handled efficiently.
• Lead, coach and manage call centre agents, monitoring productivity, performance and service quality.
• Track KPIs, including call volumes, response times, customer satisfaction and resolution rates.
• Handle customer complaints and escalations, ensuring timely and effective resolution.
• Manage team schedules, workloads and staffing to maintain operational efficiency.
• Monitor call quality and customer feedback, identifying opportunities to improve service delivery.
• Develop and implement procedures to improve productivity, customer satisfaction and first-call resolution.
• Prepare performance reports and provide regular updates to management.
• Maintain accurate customer records and ensure effective use of CRM and call centre systems.

Skills

Leadership

KPI tracking

Customer service

Communication

Arabic fluency

English fluency

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Call centre software

Job description

Call Centre Manager / Team Lead – Arabic Speaking

We are looking for an experienced Call Centre Manager / Team Lead to oversee daily call centre operations, manage a team of customer service representatives and ensure high standards of customer experience. The role focuses on team performance, KPI management, customer escalations and operational efficiency.

Key Responsibilities

• Oversee daily call centre operations, ensuring customer enquiries and service requests are handled efficiently.
• Lead, coach and manage call centre agents, monitoring productivity, performance and service quality.
• Track KPIs, including call volumes, response times, customer satisfaction and resolution rates.
• Handle customer complaints and escalations, ensuring timely and effective resolution.
• Manage team schedules, workloads and staffing to maintain operational efficiency.
• Monitor call quality and customer feedback, identifying opportunities to improve service delivery.
• Develop and implement procedures to improve productivity, customer satisfaction and first-call resolution.
• Prepare performance reports and provide regular updates to management.
• Maintain accurate customer records and ensure effective use of CRM and call centre systems.

Requirements

• Bachelor’s degree in Business Administration or a related field preferred.
• 5–8 years of experience in call centre operations or customer service.
• 2–3 years of experience in a team leadership or supervisory role.
• Proven experience managing teams, monitoring KPIs and driving performance.
• Strong understanding of call centre metrics, quality assurance and customer service processes.
• Familiarity with CRM systems and call centre platforms.
• Excellent leadership, communication and problem-solving skills.
• Fluency in Arabic and English is essential.