Customer Service Operations Team Leader

Talents Of Endearment; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent Dubai employer seeks a Customer Service Operations Team Leader to oversee day-to-day call center operations, guide a team of customer service agents, and ensure service excellence. The ideal candidate will have leadership experience in customer service, proficiency in CRM platforms, and a strong understanding of call center metrics. This position offers a competitive salary between AED 10,000 and AED 15,000 per month and a modern work environment fostering career growth.

Benefits

Competitive Salary

NAFIS Benefits

Career Growth

Comprehensive medical insurance

Modern Work Environment

Work-Life Balance

Qualifications

• Proven ability to lead and develop a team.
• Fluent in Arabic and English (written and spoken).
• Strong understanding of call center metrics and CRM systems.
• Minimum 3-4 years of experience in customer service.
• 1 year in a supervisory or team lead role.

Responsibilities

• Supervise customer service agents to ensure quality service delivery.
• Monitor daily operations and team performance against KPIs.
• Conduct coaching sessions and performance evaluations.
• Handle escalated customer issues and resolve them timely.
• Prepare operational reports for management.

Skills

Leadership & People Management

Fluent in Arabic and English

Problem-Solving & Decision-Making

Operational Acumen

Coaching & Development

Emotional Intelligence

Education

Bachelors degree in Business Administration or related field

Certifications in Leadership or Quality Assurance

Tools

CRM platforms (Salesforce, Zendesk, Microsoft Dynamics)

Microsoft Excel

Microsoft PowerPoint

Job description

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.

Education & Experience Requirements

Education

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

Experience

• 34 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 10000 AED 15000 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.