Senior Contact Centre Team Leader - 24/7 Operations

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

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.