Call Centre Team LeadManager

EmiraTalent; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT & Security firm in Sharjah is looking for a Call Centre Team Lead/Manager. You will oversee daily operations, lead a team of agents, and implement strategies to enhance service quality and operational efficiency. Ideal candidates will have experience in managing call centres, skills in performance coaching, and knowledge of customer service technologies. This role requires a hands-on leader who can maintain high standards while fostering a positive team atmosphere.

Qualifications

• Experience in managing a call centre and leading teams.
• Proven ability to set performance goals and provide coaching.
• Knowledge of call centre technologies and operational best practices.

Responsibilities

• Lead day-to-day call centre operations.
• Manage and mentor the call centre and site support team.
• Implement quality assurance programs for customer interactions.
• Develop and deliver training programs for staff.

Job description

Call Centre Team Lead / Manager – Sharjah

Our client, a leading IT & Security leader, provides premier management technical and professional services in the fields of Information Technology and Security Systems to help clients successfully manage complex business projects and facilities. We are looking for Call Centre professionals considering a move.

Role Objective

Oversee and lead day-to-day operations to meet or exceed performance and service quality goals. Manage a team of call centre agents and the Site Support Team, implementing strategies to enhance customer service, operational efficiency, and staff development. Act as the bridge between the client and internal cross‑functional teams, serving as the point of contact for all EPM‑related concerns.

Key Responsibilities / Accountabilities

• Lead, mentor, and motivate the call centre and site support team to foster a positive and productive work environment.
• Set performance goals and expectations, providing ongoing feedback and coaching to ensure targets are met.
• Implement quality-assurance programs and performance improvement plans to enhance customer interactions.
• Plan and manage staffing levels, schedules, and workforce allocation to meet SLAs and operational requirements.
• Develop and deliver periodic internal training programs for call centre agents (product knowledge, customer service skills, call‑handling techniques).
• Develop and deliver periodic training for the Site Support Team to improve on‑site performance.
• Implement cost-saving measures while maintaining high‑quality service.
• Use data‑driven insights to make informed decisions and implement strategies.
• Stay current with call‑centre technologies and trends to optimize operations.
• Ensure all customer interactions are handled professionally and consistently deliver exceptional service.
• Prepare adhoc reports for management and customers as required.
• Manage and update stock inventory.
• Collaborate with individuals or teams from different departments to achieve common goals.
• Maintain strict confidentiality.
• Perform additional responsibilities as organizational requirements evolve.

Required Experience

Manager

If this position is of interest please contact Judy Markon: #callcenterjobs #customerxcon Emira Talent