Call Center Team Leader

confidential; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Confidential in Dubai is seeking a Call Center Team Leader to guide customer service representatives, monitor daily call activities, and uphold service quality and team performance.

The role requires strong leadership, excellent communication, and hands-on coaching with experience in CRM and call-center systems. You will manage schedules, review calls, and report performance to management while fostering a professional, team-oriented environment.

Qualifications

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Management, or a related field is preferred.
• Freshers with relevant qualifications and strong communication or leadership skills may also apply.
• Good English communication and interpersonal skills.
• Confident in handling customer complaints and escalations.
• Basic knowledge of CRM, call-center systems, and MS Office.
• Strong organizational, monitoring, and problem-solving abilities.
• Ability to work with performance targets and deadlines.
• Professional, responsible, and team-oriented approach.
• Willingness to work flexible shifts when required.
• UAE/GCC experience is an advantage but not mandatory.

Responsibilities

• Lead and coordinate daily call center agent activities.
• Allocate tasks, call queues, and work schedules among team members.
• Monitor inbound and outbound calls to maintain service standards.
• Support agents in handling difficult customer inquiries and escalations.
• Track team performance, attendance, productivity, and service targets.
• Review call quality and provide constructive feedback to team members.
• Conduct team briefings and communicate daily priorities.
• Assist new employees with orientation and basic process training.
• Prepare daily and weekly performance reports for management.
• Maintain accurate records of customer interactions and escalated cases.
• Coordinate with other departments to resolve customer-related issues.
• Identify recurring problems and suggest improvements to call-handling procedures.
• Ensure agents follow company policies, scripts, quality standards, and customer-service procedures.
• Encourage teamwork and maintain a professional working environment.

Skills

Team leadership

Communication

Interpersonal skills

Problem-solving

Time management

Education

Diploma or Bachelor’s degree in Business Administration, Customer Service, Management, or related field

Tools

CRM

MS Office

Call-center systems

Job description

A customer-focused business environment in Dubai offers a capable Call Center Team Leader the opportunity to guide customer service representatives, monitor daily call activities, and help maintain consistent service quality and team performance.

Key Responsibilities

• Lead and coordinate daily call center agent activities.
• Allocate tasks, call queues, and work schedules among team members.
• Monitor inbound and outbound calls to maintain service standards.
• Support agents in handling difficult customer inquiries and escalations.
• Track team performance, attendance, productivity, and service targets.
• Review call quality and provide constructive feedback to team members.
• Conduct team briefings and communicate daily priorities.
• Assist new employees with orientation and basic process training.
• Prepare daily and weekly performance reports for management.
• Maintain accurate records of customer interactions and escalated cases.
• Coordinate with other departments to resolve customer-related issues.
• Identify recurring problems and suggest improvements to call-handling procedures.
• Ensure agents follow company policies, scripts, quality standards, and customer-service procedures.
• Encourage teamwork and maintain a professional working environment.

Requirements

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Management, or a related field is preferred.
• Previous experience in call center, customer service, BPO, or contact center operations is an advantage.
• Team leadership or supervisory experience is preferred.
• Freshers with relevant qualifications and strong communication or leadership skills may also apply.
• Good English communication and interpersonal skills.
• Confident in handling customer complaints and escalations.
• Basic knowledge of CRM, call-center systems, and MS Office.
• Strong organizational, monitoring, and problem-solving abilities.
• Ability to work with performance targets and deadlines.
• Professional, responsible, and team-oriented approach.
• Willingness to work flexible shifts when required.
• UAE/GCC experience is an advantage but not mandatory.