Call Center Team Leader

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

Call Center Team Leader

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, read on.

Key Responsibilities

Core Functions

• Supervise day-to-day call center operations ensuring service level agreements (SLAs) and quality standards are consistently met.
• Monitor call queues, handle escalated issues and step in to support agents when necessary.
• Conduct regular performance evaluations and coach team members for continuous improvement.
• Analyze call center metrics to identify trends and implement process enhancements.

Collaboration & Communication

• Serve as the communication bridge between frontline agents and senior management.
• Coordinate with other departments (e.g. IT, sales, logistics) to resolve customer issues efficiently.
• Lead daily team briefings and encourage open dialogue for feedback and idea sharing.
• Foster a positive team-oriented culture focused on accountability and growth.

Performance & Reporting

• Track and report on KPIs including average handling time, customer satisfaction and first-call resolution.
• Develop and execute action plans to improve underperforming metrics.
• Maintain accurate documentation of team activities, call outcomes and training records.
• Provide strategic input on improving customer engagement and operational efficiency.

Requirements

• 35 years of experience in a call center environment with at least 1 year in a supervisory role.
• Fluency in both Arabic and English.
• Strong leadership and conflict resolution skills.
• Proficiency in call center software and CRM platforms (e.g. Zendesk, Freshdesk, Genesys).
• Exceptional communication and coaching abilities.
• Ability to analyze data and make decisions based on insights.
• Bachelor's degree preferred; relevant certifications are a plus.

Salary & Benefits

Competitive Salary: 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!