Requirements
Requires a Bachelor's degree in Business Administration, Management, or Communications, with 3-4 years of experience in customer service or call center operations, including at least 1 year in a supervisory or team lead role. Must be proficient in CRM platforms (Salesforce, Zendesk, Microsoft Dynamics) and Microsoft Excel/PowerPoint. Fluency in Arabic and English is essential, along with strong leadership, communication, and problem-solving skills. Emirati National is mandatory.
Description
About UsWe offer dynamic solutions that create recruitment opportunities.The Customer Service Operations Team Leader will oversee daily call center operations, guide a team of customer service agents, and ensure service excellence on behalf of a major employer in Dubai. This role requires strong leadership, operational discipline, and the ability to drive performance in a fast-paced environment. Key Roles & Responsibilities Supervise and support a team of customer service agents to ensure high-quality service delivery Monitor daily operations, call volumes, and team performance against KPIs and SLAs Conduct regular coaching, feedback sessions, and performance evaluations Handle escalated customer issues and ensure timely resolution Prepare daily, weekly, and monthly operational reports for management Coordinate with cross-functional teams to resolve service gaps and improve processes Ensure adherence to call center scripts, quality standards, and compliance requirements Support onboarding and training of new team members Identify opportunities for workflow optimization and customer experience enhancement Maintain a positive, motivating, and professional team environment Requirements Essential Skills Leadership & People Management: Proven ability to lead, inspire, and develop a team. Communication: Fluent in Arabic and English (written and spoken) with excellent interpersonal skills. Problem-Solving & Decision-Making: Ability to analyze situations, think strategically, and make sound decisions. Operational Acumen: Strong understanding of call center metrics, CRM systems, and workflow management. Coaching & Development: Skilled in providing feedback, mentoring, and performance management. Emotional Intelligence: Ability to manage stress, handle conflicts, and support team well-being. Technical Skills Proficiency in CRM platforms (e.g., Salesforce, Zendesk, Microsoft Dynamics). Advanced skills in Microsoft Excel and PowerPoint for reporting and presentations. Experience with workforce management (WFM) tools is a plus. Requirements Education & Experience Requirements Education Minimum: Bachelor's degree in Business Administration, Management, Communications, or a related field. Preferred: Additional certifications in Leadership, Customer Service Management, or Quality Assurance. Experience 3–4 years of experience in customer service, call center, or client-facing operations. At least 1 year in a supervisory, team lead, or assistant manager role. Experience in managing multilingual teams in a fast-paced BPO/call center environment. Nationality Emirati National (mandatory, in line with NAFIS program participation). Benefits Competitive Salary: AED 10,000 – AED 15,000 per month (based on experience and qualifications). NAFIS Benefits: Includes salary support, pension contributions, and career development allowances. Career Growth: Clear path to managerial roles, with access to leadership training and mentorship programs. Health & Wellness: Comprehensive medical insurance and wellness programs. Modern Work Environment: State-of-the-art facilities at Dubai Outsource City. Work-Life Balance: Supportive policies, recognition programs, and team-building activities.