Customer Service Operations Team Leader

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

Job summary

A leading customer service organization in Dubai seeks an Emirati National for the role of Customer Service Operations Team Leader. You will supervise operations, guide a team of customer service agents, and ensure service excellence in a fast-paced environment. Ideal candidates will have strong leadership skills, 3-4 years of relevant experience, and proficiency in both Arabic and English. This full-time role offers a competitive salary and numerous benefits, including career growth and wellness programs.

Benefits

Competitive Salary

NAFIS Benefits

Career Growth Opportunities

Comprehensive Medical Insurance

State-of-the-art Facilities

Work-Life Balance Programs

Qualifications

• 3–4 years of experience in customer service or call center operations.
• At least 1 year in a supervisory or team lead role.
• Experience managing multilingual teams in a BPO/call center.

Responsibilities

• Oversee daily call center operations and guide customer service agents.
• Monitor performance against KPIs and SLAs.
• Conduct coaching and performance evaluations.
• Handle escalated customer issues and ensure timely resolution.
• Prepare operational reports and coordinate with teams.

Skills

Leadership & People Management

Communication in Arabic and English

Problem-Solving & Decision-Making

Operational Acumen

Coaching & Development

Emotional Intelligence

Education

Bachelor’s degree in Business Administration or related field

Certifications in Leadership or Customer Service Management

Tools

CRM platforms (Salesforce, Zendesk)

Microsoft Excel

Microsoft PowerPoint

Job description

Customer Service Operations Team Leader (Emirati National)

Full time | Talents of Endearment | United Arab Emirates

Posted On 23/01/2026

Job Information

Number of Positions 2

Technology

Work Experience 3-4 years

AED 12,000 – AED 15,000 (Based on experience) + NAFIS

City Dubai

State/Province Dubayy (Dubai)

337-1500

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.

• 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

• 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: 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).

• 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.