Senior Agent/Team leader (Contact Centre)

Ejadah; Dubai; On-site; AED 360,000 - 480,000; Full time

Job summary

Ejadah in Dubai, UAE seeks an experienced Senior Agent / Team Leader – Contact Centre to drive performance across Voice and Digital channels. 7+ years in contact centre operations and 2+ years in leadership are required, with FM contact centre exposure preferred.

You will lead 24/7 shift operations, monitor AHT and KPIs, coach staff, and collaborate across functions to deliver outstanding customer service and data-driven insights.

Qualifications

• 7+ years of experience in Call Centre/Contact Centre operations.
• Minimum 2 years of experience as a Team Leader.
• FM contact centre experience preferred.
• Experience handling Voice and Digital Channels.
• Excellent spoken and written English.
• Strong supervision, performance monitoring, coaching and quality management.
• Knowledge of AHT, call quality, SLA/KPI monitoring and customer service standards.
• Ability to work in a 24/7 rotational shift environment.

Responsibilities

• Lead daily Contact Centre floor operations for Voice and Digital channels.
• Handle customer calls and digital interactions with high quality, ensuring availability during critical events.
• Maintain adherence to call scripts and keep AHT within thresholds.
• Capture customer data with 90%+ accuracy for reporting and insights.
• Prepare and conduct staff performance evaluations; foster a positive, employee‑centric culture.
• Submit monthly insights and recommendations to support continuous improvement.
• Collaborate cross‑functionally to execute initiatives aligned with end‑state vision.
• Perform additional duties to support Contact Centre efficiency.

Skills

Team leadership

Call centre operations

Voice & Digital channels

English proficiency

Analytics & reporting

Stakeholder coordination

Job description

We are looking for an experienced Senior Agent / Team Leader – Contact Centre to join our team in Dubai, UAE.

We are particularly interested in candidates with strong Team Leader experience, excellent English communication skills, and a solid background in managing contact centre operations across Voice and Digital Channels.

Key Requirements:

• 7+ years of overall experience in Call Centre / Contact Centre operations
• Minimum 2 years of experience as a Team Leader
• Previous experience in Facilities Management (FM) contact centre operations is highly preferred
• Experience handling Voice and Digital Channels is an advantage
• Excellent spoken and written English
• Strong experience in team supervision, performance monitoring, coaching and quality management
• Good understanding of AHT, call quality, SLA/KPI monitoring and customer service standards
• Ability to work in a 24/7 rotational shift environment
• Strong reporting, analytical and stakeholder coordination skills

Key Responsibilities:

• Lead daily Contact Centre floor operations, ensuring smooth functioning of Voice and Digital channels.
• Handle customer calls and digital interactions professionally, ensuring 90%+ call quality and 100% availability during critical events.
• Ensure adherence to call scripts and maintain AHT within thresholds.
• Capture customer data accurately with 90%+ data accuracy for reporting and insights.
• Prepare and conduct staff performance evaluations; promote a positive, employee‑centric culture.
• Submit monthly insights and recommendations to support continuous improvement.
• Collaborate cross‑functionally to execute key initiatives aligned with the end‑state vision.
• Perform additional duties as required to support Contact Centre efficiency.

Working Pattern: 24/7 rotational roster, 9-hour shifts with rotational weekly off

Preference will be given to candidates with proven Call Centre Team Leader experience within Facilities Management and exposure to Digital Channels.