UAE Call Centre Team Lead – Free Zone Ops & Coaching

Selected Recruitment Ltd; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Selected Recruitment Ltd in the UAE seeks a Call Centre Team Lead to run an inbound client call centre of around 50 agents, focusing on company formation, licensing and free zone services.

You will manage floor operations, monitor KPIs, coach staff, handle escalations, and collaborate with internal teams and free zone authorities to ensure timely service.

The ideal candidate has 5–8 years in call centre operations with 2–3 years in lead roles, strong UAE knowledge, and excellent communication.

Qualifications

• 5-8 years in call centre, contact centre or client service operations.
• 2-3 years as a team lead or supervisor.
• Solid knowledge of free zone operating models, licensing and corporate structures.
• Strong communication skills and a calm, client-first approach to escalations.

Responsibilities

• Lead a call centre team of approximately 50 agents, including floor management, shift scheduling, coaching and call quality monitoring.
• Track performance against KPIs (call volumes, response times, AHT, SLA, CSAT, conversion) and take corrective action.
• Handle client and operational escalations through to resolution.
• Build and improve service delivery processes, SOPs and guidelines.
• Analyse client feedback and service data to identify recurring issues and fixes.
• Collaborate with internal teams and external stakeholders, including free zone authorities and partners, to move cases forward without delays.

Skills

Call centre operations

Team leadership

Strong communication

Escalation management

Education

Bachelor’s degree in Business

Tools

Zoho CRM

ERP systems

Job description

Selected Recruitment Ltd in the UAE seeks a Call Centre Team Lead to run an inbound client call centre of around 50 agents, focusing on company formation, licensing and free zone services.

You will manage floor operations, monitor KPIs, coach staff, handle escalations, and collaborate with internal teams and free zone authorities to ensure timely service.

The ideal candidate has 5–8 years in call centre operations with 2–3 years in lead roles, strong UAE knowledge, and excellent communication.