Company Description i SON Xperiences is a customer engagement and AI solutions company that blends advanced technology with human-centered service. The organization focuses on transforming businesses through AI-powered tools that enhance efficiency, innovation, and seamless customer experiences. As pioneers in AI-driven customer engagement, i SON Xperiences helps clients scale operations, optimize performance, and deliver interactions that feel personal and meaningful. Team members join a future-focused environment where AI and human empathy work together to redefine how organizations connect with their customers.
Role Description The Call Center Team Lead (Fintech) is a full-time on-site role based in Dubai, responsible for supervising a team of customer service representatives supporting fintech products and services. Day-to-day tasks include monitoring team performance, managing schedules, ensuring adherence to call center standards, and guiding the team in resolving customer queries efficiently and accurately. The role involves coaching and mentoring team members, conducting performance reviews, and providing regular feedback to improve service quality and customer satisfaction. The Team Lead collaborates with management and other departments to escalate complex issues, implement process improvements, and align the team’s activities with business goals. This position also requires preparing reports, tracking key metrics, and ensuring compliance with company policies and regulatory requirements in the fintech domain.
Qualifications

Candidates should possess strong Interpersonal Skills and Customer Service capabilities to lead teams and provide high-quality support. Candidates should possess solid Communication skills to interact clearly with customers, team members, and stakeholders. Candidates should possess Analytical Skills and a focus on Customer Satisfaction to monitor performance, interpret data, and drive service improvements. Experience leading call center or customer support teams, ideally within fintech or financial services. Knowledge of fintech products, digital payments, or financial regulations is an advantage. Ability to work in a fast-paced, target-driven environment and manage multiple priorities effectively. Proficiency with call center systems, CRM tools, and basic reporting in Excel or similar platforms. Relevant diploma or degree in business, finance, communications, or a related field preferred.