Call Centre Team Lead – Business Setup / Free Zone Services

SELECTED RECRUITMENT; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Selected Recruitment Ltd in the UAE seeks a Call Centre Team Lead to run an inbound client call centre of around 50 agents, focusing on company formation, licensing and free zone services.

You will manage floor operations, monitor KPIs, coach staff, handle escalations, and collaborate with internal teams and free zone authorities to ensure timely service.

The ideal candidate has 5–8 years in call centre operations with 2–3 years in lead roles, strong UAE knowledge, and excellent communication.

Qualifications

• 5-8 years in call centre, contact centre or client service operations.
• 2-3 years as a team lead or supervisor.
• Solid knowledge of free zone operating models, licensing and corporate structures.
• Strong communication skills and a calm, client-first approach to escalations.

Responsibilities

• Lead a call centre team of approximately 50 agents, including floor management, shift scheduling, coaching and call quality monitoring.
• Track performance against KPIs (call volumes, response times, AHT, SLA, CSAT, conversion) and take corrective action.
• Handle client and operational escalations through to resolution.
• Build and improve service delivery processes, SOPs and guidelines.
• Analyse client feedback and service data to identify recurring issues and fixes.
• Collaborate with internal teams and external stakeholders, including free zone authorities and partners, to move cases forward without delays.

Skills

Call centre operations

Team leadership

Strong communication

Escalation management

Education

Bachelor’s degree in Business

Tools

Zoho CRM

ERP systems

Job description

About the opportunity

Our client is an established UAE business setup and corporate services provider. They are hiring a Call Centre Team Lead to run their inbound client call centre of around 50 agents. The centre handles a high volume of calls and enquiries across company formation, licensing and free zone services.

This is a call centre leadership role.

We are looking for someone who has run a busy contact centre floor, knows call centre metrics inside out, and understands the UAE business setup and free zone landscape.

What you’ll be doing

• Leading a call centre team of approximately 50 agents, including floor management, shift scheduling, coaching and call quality monitoring
• Tracking performance against call centre KPIs (call volumes, response times, AHT, SLA, CSAT, conversion) and acting quickly where results fall short.
• Handling client and operational escalations through to resolution
• Building and improving service delivery processes, SOPs and guidelines
• Analysing client feedback and service data to find and fix recurring issues
• Working with internal teams and external stakeholders, including free zone authorities and partners, so client cases move without delays

What you’ll bring (essential)

• Currently residing in the UAE
• 5-8 years in call centre, contact centre or client service operations, with at least 2-3 years as a call centre team lead or supervisor.
• Solid knowledge of free zone operating models, licensing and corporate structures
• Strong communication skills and a calm, client-first approach to escalations

Nice to have

• Experience with Zoho (CRM / Desk) or ERP systems
• Bachelor’s degree in Business, Management or a related field
• A second language (Arabic, Hindi, Urdu, Russian or similar)

Please note:

Only candidates currently based in the UAE with business setup and free zone experience will be considered for this role.