Team Leader, Call Center

KERZNER INTERNATIONAL LIMITED; Dubai; On-site; AED 167,400 - 279,000; Full time

Job summary

Kerzner International Limited in Dubai invites a Team Leader Call Centre to guide guest-facing agents in a busy 24/7 environment, ensuring top-tier service and accurate information.

You will mentor agents, coordinate with assistant managers, and uphold resort knowledge and call-skills programs to deliver consistent, market-leading service levels.

Strong verbal and written communication, hospitality passion, and ability to lead large teams are essential.

Qualifications

• Excellent verbal and written communication skills with extensive Call Centre experience.
• Demonstrated history of leading and motivating teams toward market-leading service levels.
• Passion for hospitality and service and desire to build a highly trained, detail-oriented, efficient service team.

Responsibilities

• Be a continuous source of information for guests and colleagues to maintain service standards.
• Work closely with the Assistant Managers to train call skills and resort knowledge for efficiency.
• Ensure calls are answered by agents within department standards across lines to maintain top service.

Skills

Guest engagement

Service orientation

Multitasking

Team leadership

Job description

Key Qualities

• Do you thrive talking and engaging with guests over the telephone
• Are you service-focused willing to create unique guest experiences
• Are you able to multi-task without compromising quality or detail
• Are you able to lead large teams
• If you possess these skills we have the perfect job for you

Responsibilities

As a Team Leader Call Centre you should be a continuous source of information for guests and colleagues to ensure the highest levels of training guest service standards are maintained.

A Team Leader will work closely with the Assistant Managers to manage colleague call skills processes training resort knowledge to ensure a highly efficient call center in a busy 24 7 working environment.

You will ensure that calls are answered by agents within department standards across a variety of call lines to ensure the highest levels of service are consistently enhanced.

Qualifications

A successful candidate will have excellent verbal and written communication skills with extensive Call Centre experience and have demonstrated history of leading and motivating teams toward market-leading service levels.

A passion for hospitality and service is critical along with a desire to build a highly trained, detail orientated, and efficient service team.