Customer Support Center Lead: Strategy, People & Service

Al-Futtaim; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Tanqeeb is seeking a Customer Support Centre Group Leader in Dubai to drive a seamless customer journey across non-face-to-face contacts. The role focuses on trust-building, performance oversight, and strategic resource management to enhance service quality and growth.

You will manage KPIs,Coach staff, and ensure escalation paths are followed while maintaining cost controls and a safe, productive work environment.

Qualifications

• Diploma required.
• Experience in a similar role, preferably in a call centre with Genesys/CRM systems.
• Proficiency in English and Arabic.

Responsibilities

• Manage performance metrics: ensure CRM case logging, first contact resolution, and follow-ups.
• Oversee staffing, scheduling and workload to meet service levels and capacity.
• Control costs and contribute to the country business plan.
• Lead people development, training, coaching, and empowerment of staff.
• Ensure health and safety procedures and regulatory compliance.

Skills

Strategic planning

Effective communication

Leadership

Excel

CRM systems

Education

Diploma

Tools

Genesys

CRM systems

Job description

Tanqeeb is seeking a Customer Support Centre Group Leader in Dubai to drive a seamless customer journey across non-face-to-face contacts. The role focuses on trust-building, performance oversight, and strategic resource management to enhance service quality and growth.

You will manage KPIs,Coach staff, and ensure escalation paths are followed while maintaining cost controls and a safe, productive work environment.