Call Center Team Leader

Alba Corp

Employer Active

Posted on 29 Sep

Experience

1 - 7 Years

Job Location

Dubai - United Arab Emirates

Education

Bachelor of Arts

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met.

  • Monitor call queues, handle escalated issues, and step in to support agents when necessary.
  • Conduct regular performance evaluations and coach team members for continuous improvement.
  • Analyze call center metrics to identify trends and implement process enhancements.

Lead daily team briefings and encourage open dialogue for feedback and idea sharing.

  • Foster a positive, team-oriented culture focused on accountability and growth.

Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution.

  • Develop and execute action plans to improve underperforming metrics.
  • Maintain accurate documentation of team activities, call outcomes, and training records.
  • Provide strategic input on improving customer engagement and operational efficiency.

Desired Candidate Profile

The ideal candidate is a bilingual (Arabic and English) professional with proven experience in managing contact center teams, resolving escalations, and motivating staff. You should be results-oriented, highly organized, and a natural communicator who thrives in fast-paced, customer-driven environments.

If you're ready to lead by example and deliver exceptional customer support outcomes read on.

Requirements:

  • 3 5 years of experience in a call center environment, with at least 1 year in a supervisory role.
  • Fluency in both Arabic and English.
  • Strong leadership and conflict resolution skills.
  • Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys).
  • Exceptional communication and coaching abilities.
  • Ability to analyze data and make decisions based on insights.
  • Bachelor s degree preferred; relevant certifications are a plus.

Company Industry

Department / Functional Area

Keywords

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Alba Corp

https://careers.albacorp.net/jobs/6456768-call-center-team-leader

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