Team Leader - Call Center, Sharjah

Sharjah Islamic Bank; Sharjah; On-site; AED 180,000 - 240,000; Full time

Job summary

Sharjah Islamic Bank in Sharjah is seeking a Team Leader - Call Center to supervise and motivate agents, manage schedules, and ensure service levels. You will address escalated issues and maintain high customer satisfaction.

Strong leadership, English fluency, and prior contact center experience are essential; Arabic language abilities are preferred. A related Bachelor's or Diploma with formal training is expected.

Qualifications

• Bachelor or Diploma or post-Higher secondary Qualification with formal / in house training in contact center operations.
• Minimum 3 years' experience in handling customer queries/complaints in banking or service industry, with at least 1 year in supervision.
• Fluency in spoken and written English; Arabic proficiency preferred.

Responsibilities

• Leads, organizes and supervises the call center agents to ensure efficient operation and high customer satisfaction.
• Monitors attendance, punctuality and operational metrics (call waiting, average handling time, calls per hour).
• Prepares staff schedules through forecasting and traffic prediction; manages shifts and holiday coverage.

Skills

Fluency in English

Arabic language proficiency (preferred

MS Office

Education

Bachelor's or Diploma or post-Higher secondary with training in contact center operations

Tools

MS Office

Job description

Careers for a Changing World of Islamic Banking.

Team Leader - Call Center

Posted On 23 Apr, 2026

Type Permanent

Job Category Retail Banking-Digital Banking

Job Purpose:

Leads, Organizes and supervises the call center agents (officers and representatives). Monitors and controls the operational and behavioral parameters of individuals to ensure efficient operation with minimal call-waiting, abandon calls and average talk time. Also, ensure courteous and consistently high customer satisfaction level. Deals with unresolved / escalated issues. Ensure compliance with the prescribed operating procedures, business processes and quality standards. Preparing staff schedules to ensure continuity in contact center service operations and ultimate traffic coverage. Help the call center agents to achieve desired objectives. Review the significant and critical shift events maintain the call center service level

Key Accountabilities :

Improvement :

• Monitors the call center team members attendance & punctuality behavioral parameters (courtesy, tact and discipline), and operational efficiency measures (call waiting, calls handled, Average talk time, speed, product knowledge and sales targets).
• Prepares reviews and implement staff schedules through proper forecasting and traffic prediction. Control shifts, extra working hours requirements and holiday duty deployment of stage to meet exigencies and ensure continuity of operations.
• Highlights and reviews with the shifts supervisors the abnormal and significant shift events; resolve issues and concerns; continuously review the operational practices in order to ensure compliance with standards, procedures and guidelines.
• Develop CSRs knowledge and enhance their competence and performance through proper feedback, guidance and support.
• Handle complex and escalated incoming calls as required and takes charge of difficult customers and complex issues.
• Support team members in term of developing their skills and achieving their preset targets.
• Collects, reviews and follow up on daily activities reports of the team members; guides in resolving complex/major/over-due enquiries complaints/requests and liaises are required with the concerned unites /divisions.
• Carries out special analysis and investigation on operational issues as required by superior and recommend ways to resolve day-to-day matters
• Work as a team an active team player by engorging team members to achieve high results and keepingthem updated with required information/knowledge and equip them with right tools.
• Keeps continuous liaison with the concerned departments / divisions in order to refer and follow up on inquiries/requests/complaints.
• Maintains reviews, follow up on the shift events/records, and generate routine and specific reports and statistics for review by superior.
• Define problems, collects data, establish facts and draw valid conclusions. Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.

Reports :

• Prepares reviews and implement staff schedules through proper forecasting and traffic prediction , control shifts extra working hours requirement and holiday duty deployment of stage to meet exigencies and ensure continuity of operations.

Increase customer satisfaction and quality level :

• Work as a team an active team player by engorging team members to achieve high results and keep them with required information.
• Handle complex and escalated incoming calls as required and takes charge of difficult customers and complex issues.
• Support team members in tern of developing their skills and achieving their objectives.

Consumer Protection :

• Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.
• The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices.

Qualifications & Experience:

• Minimum Qualifications -Bachelor or Diploma or post-Higher secondary Qualification with formal / in house training in contact center operations
• Minimum Experience - 3 years' experience in handling customer queries/complaints frequents in preferably banking industry or in handling customer-relations in a service industry.Minimum 1 year of supervisory experience of leading a team
• Computers/ Systems / Software Skills - PC skills and familiarity with MS office packages
• Languages -Fluency in spoken and written English. Proficiency in Arabic preferred.
  

Sharjah Islamic Bank (SIB) started servicing the society in 1975; providing banking services to individuals and companies. An Amiri decree; released by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi the member of the Supreme Council & Ruler of Sharjah, was issued to launch & green-light the bank expedition. The bank was originally founded as National Bank of Sharjah and was suited the first bank to convert to Islamic Banking in 2002.

The revolutionizing from commercial banking to Islamic banking was a significant twist for the bank. Not only were specialized products & services modulated for customers, the banks entire organization was converted to be conventional to Islamic regulations. Now, SIB offers customers a broad range of Sharia'a compliant retail, corporate & investment services through the extensive UAE networks.