Contact Center Operations Lead - Coaching & Performance

TP; Dubai; On-site; AED 167,000 - 223,000; Full time

Job summary

TP is seeking an Operations Supervisor to oversee day-to-day contact center operations in Dubai. The role emphasizes team performance management, coaching, and real-time support while ensuring adherence to client requirements and internal policies.

Responsibilities include leading a team of agents, coaching for performance, monitoring KPIs, and driving continuous improvement to deliver high-quality service and customer satisfaction in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2–5 years of experience in a contact center or BPO environment.
• Prior experience in a team leader or supervisory role.
• Strong knowledge of contact center tools and performance metrics.

Responsibilities

• Allocate approximately 80% of time to team monitoring, coaching, and development.
• Lead, motivate, and manage a team of agents to meet and exceed performance, quality, and customer satisfaction targets.
• Conduct regular performance reviews and one-on-one coaching sessions.
• Create and implement development plans to enhance agent skills and performance.
• Foster a positive, high‑performance team culture through engagement and recognition.
• Ensure achievement of team-level and process-level KPIs including Quality Score, FCR, CSAT.
• Monitor real-time and historical performance data to identify gaps and drive improvements.
• Work with Points of Contact (POCs) to develop action plans for underperforming KPIs.
• Drive continuous improvement to enhance productivity and efficiency.
• Perform regular interaction monitoring (calls, chats, emails) to ensure compliance with standards.
• Provide structured feedback, coaching, and on-the-job training.
• Ensure agents meet minimum quality and compliance requirements.
• Partner with QA teams to maintain calibration and scoring consistency.
• Provide real-time floor support during customer interactions.
• Handle escalated customer complaints professionally.
• Support agents with complex queries and difficult scenarios.
• Ensure prompt escalation and resolution of operational issues.
• Follow TOPS or relevant operational frameworks to deliver service.
• Balance service levels with productivity and financial targets.
• Identify operational improvements and implement best practices.
• Collaborate with WFM, QA, Training, HR/Payroll teams.

Skills

Team management

Coaching

Performance management

KPI awareness

Analytical thinking

Problem-solving

Communication skills

Attention to detail

Leadership

Education

Bachelor’s degree or equivalent experience

Job description

TP is seeking an Operations Supervisor to oversee day-to-day contact center operations in Dubai. The role emphasizes team performance management, coaching, and real-time support while ensuring adherence to client requirements and internal policies.

Responsibilities include leading a team of agents, coaching for performance, monitoring KPIs, and driving continuous improvement to deliver high-quality service and customer satisfaction in a fast-paced environment.