A customer-focused business environment in Dubai offers a capable Call Center Team Leader the opportunity to guide customer service representatives, monitor daily call activities, and help maintain consistent service quality and team performance.

Key Responsibilities
Lead and coordinate daily call center agent activities.
Allocate tasks, call queues, and work schedules among team members.
Monitor inbound and outbound calls to maintain service standards.
Support agents in handling difficult customer inquiries and escalations.
Track team performance, attendance, productivity, and service targets.
Review call quality and provide constructive feedback to team members.
Conduct team briefings and communicate daily priorities.
Assist new employees with orientation and basic process training.
Prepare daily and weekly performance reports for management.
Maintain accurate records of customer interactions and escalated cases.
Coordinate with other departments to resolve customer-related issues.
Identify recurring problems and suggest improvements to call-handling procedures.
Ensure agents follow company policies, scripts, quality standards, and customer-service procedures.
Encourage teamwork and maintain a professional working environment.
Requirements
Diploma or Bachelor’s degree in Business Administration, Customer Service, Management, or a related field is preferred.
Previous experience in call center, customer service, BPO, or contact center operations is an advantage.
Team leadership or supervisory experience is preferred.
Freshers with relevant qualifications and strong communication or leadership skills may also apply.
Good English communication and interpersonal skills.
Confident in handling customer complaints and escalations.
Basic knowledge of CRM, call-center systems, and MS Office.
Strong organizational, monitoring, and problem-solving abilities.
Ability to work with performance targets and deadlines.
Professional, responsible, and team-oriented approach.
Willingness to work flexible shifts when required.
UAE/GCC experience is an advantage but not mandatory.

Qualified applicants may share their updated CV to Email: [Click to show email]