Customer Service Operations Team Leader (Emirati National)

Talents of Endearment; Dubai; On-site; AED 112,000 - 167,000; Full time

Benefits offered by this job

Competitive salary

NAFIS benefits

Career growth

Health insurance

Modern facilities

Work-life balance

Job summary

Talents of Endearment in Dubai seeks a Customer Service Operations Team Leader to oversee daily call center operations and guide a team of agents toward service excellence. You will monitor metrics, coach staff, resolve escalations, and collaborate with cross-functional teams to improve processes.

The role requires strong leadership, operational discipline, and the ability to drive performance in a fast-paced environment, with a focus on customer experience and compliance.

Qualifications

• Bachelor's degree is required.
• Fluent in Arabic and English; strong communication skills.
• Experience leading multilingual teams in fast-paced environments.
• 3–4 years in customer service, call center, or client-facing ops.
• 1 year in supervisory/leadership roles.
• Knowledge of call center metrics and CRM systems.

Responsibilities

• Supervise and support a team of customer service agents to ensure high-quality service delivery.
• Monitor call volumes, team performance, KPIs and SLAs.
• Conduct coaching, feedback, and performance evaluations.
• Handle escalated customer issues and ensure timely resolution.
• Prepare operational reports for management (daily/weekly/monthly).
• Coordinate with cross-functional teams to close service gaps and improve processes.
• Ensure adherence to call center scripts, quality standards, and compliance.
• Support onboarding and training of new team members.
• Identify opportunities for workflow optimization and better customer experience.
• Maintain a positive, motivating team environment.

Skills

Leadership

Arabic & English

Communication

Problem-Solving

Operational Acumen

Coaching & Development

Emotional Intelligence

Education

Bachelor's degree in Business Administration, Management, or Communications

Certifications in Leadership, Customer Service Management, or Quality Assurance

Tools

Salesforce

Zendesk

Microsoft Dynamics

Excel

PowerPoint

WFM tools

Job description

About Us

We offer dynamic solutions that create recruitment opportunities.

We offer dynamic solutions that create recruitment opportunities. The Customer Service Operations Team Leader will oversee daily call center operations, guide a team of customer service agents, and ensure service excellence on behalf of a major employer in Dubai. This role requires strong leadership, operational discipline, and the ability to drive performance in a fast-paced environment.

Key Roles & Responsibilities

• Supervise and support a team of customer service agents to ensure high-quality service delivery
• Monitor daily operations, call volumes, and team performance against KPIs and SLAs
• Conduct regular coaching, feedback sessions, and performance evaluations
• Handle escalated customer issues and ensure timely resolution
• Prepare daily, weekly, and monthly operational reports for management
• Coordinate with cross-functional teams to resolve service gaps and improve processes
• Ensure adherence to call center scripts, quality standards, and compliance requirements
• Support onboarding and training of new team members
• Identify opportunities for workflow optimization and customer experience enhancement
• Maintain a positive, motivating, and professional team environment

Requirements Essential Skills

• Leadership & People Management: Proven ability to lead, inspire, and develop a team.
• Communication: Fluent in Arabic and English (written and spoken) with excellent interpersonal skills.
• Problem-Solving & Decision-Making: Ability to analyze situations, think strategically, and make sound decisions.
• Operational Acumen: Strong understanding of call center metrics, CRM systems, and workflow management.
• Coaching & Development: Skilled in providing feedback, mentoring, and performance management.
• Emotional Intelligence: Ability to manage stress, handle conflicts, and support team well-being.

Technical Skills

• Proficiency in CRM platforms (e.g., Salesforce, Zendesk, Microsoft Dynamics).
• Advanced skills in Microsoft Excel and PowerPoint for reporting and presentations.
• Experience with workforce management (WFM) tools is a plus.

Requirements

Education & Experience Requirements

Education

• Minimum: Bachelor’s degree in Business Administration, Management, Communications, or a related field.
• Preferred: Additional certifications in Leadership, Customer Service Management, or Quality Assurance.

Experience

• 3–4 years of experience in customer service, call center, or client-facing operations.
• At least 1 year in a supervisory, team lead, or assistant manager role.
• Experience in managing multilingual teams in a fast-paced BPO/call center environment.

Nationality

• Emirati National (mandatory, in line with NAFIS program participation).

Benefits

• Competitive Salary: AED 10,000 – AED 15,000 per month (based on experience and qualifications).
• NAFIS Benefits: Includes salary support, pension contributions, and career development allowances.
• Career Growth: Clear path to managerial roles, with access to leadership training and mentorship programs.
• Health & Wellness: Comprehensive medical insurance and wellness programs.
• Modern Work Environment: State-of-the-art facilities at Dubai Outsource City.
• Work-Life Balance: Supportive policies, recognition programs, and team-building activities.