Multi-Channel Call Center Team Lead

Twaddan LLC; Umm Al Quwain; On-site; AED 100,000 - 145,000; Full time

Job summary

Twaddan LLC in Umm Al Quwain is seeking a Call Centre Specialist to manage inbound and outbound calls, respond to customer inquiries, and resolve issues while maintaining high service standards.

The role requires strong communication, problem-solving, and leadership to guide a team, monitor quality, and improve the customer experience. Experience in multi-channel support and flexible hours is preferred, with a focus on professionalism and customer satisfaction.

Qualifications

• Minimum of 3 years in customer service.
• Supervisory experience preferred.
• Experience across multiple communication channels.
• Strong leadership and organizational skills.
• Excellent problem-solving and interpersonal skills.
• Ability to handle customers professionally and efficiently.
• Flexibility in working hours.

Responsibilities

• Manage daily customer service systems and operations.
• Prepare periodic reports on customer service performance.
• Monitor service quality and ensure compliance with approved standards.
• Handle customer concerns and resolve complaints professionally.
• Support team development and performance improvement.
• Contribute to enhancing the overall customer experience.

Skills

Customer service experience

Supervisory experience

Multi-channel communication

Leadership

Interpersonal skills

Job description

Twaddan LLC in Umm Al Quwain is seeking a Call Centre Specialist to manage inbound and outbound calls, respond to customer inquiries, and resolve issues while maintaining high service standards.

The role requires strong communication, problem-solving, and leadership to guide a team, monitor quality, and improve the customer experience. Experience in multi-channel support and flexible hours is preferred, with a focus on professionalism and customer satisfaction.