Call Center Team Leader

Confidential Company

We are seeking for a Team Lead to lead and optimize our call center operations, ensuring superior customer experience delivery while maintaining compliance with the Central Bank of UAE’s Consumer Protection Regulations. The role also contributes to the strategic development of customer engagement initiatives.

Key Responsibilities:

Team Leadership:

• Lead, train, and motivate the call center team to achieve performance benchmarks.
• Monitor daily operations, ensure prompt response to customer queries and effective resolution of customer complaints.
• Conduct regular quality checks and coaching sessions to maintain high service standards.
• Ensure all interactions align with the company’s service values and Consumer Protection standards.
• Develop scripts, workflows, and response guidelines to enhance customer interaction consistency.
• Handle escalated customer issues and ensure resolution within defined timelines.

• Define and track KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT). Oversee staffing plans, shift scheduling, and resource allocation to meet service levels.

Consumer Protection Compliance:

• Ensure the call center operates in full compliance with the Central Bank of UAE’s Consumer Protection Regulation (CPR).
• Implement processes to monitor and report complaints, breaches, or unethical conduct.
• Collaborate with the Branch Operations/Central Operations/Consumer Protection department etc. for complaint reviews and reporting.
• Ensure adherence to data privacy and customer confidentiality standards.
• Promote awareness of anti-fraud measures within the call center.

Process Improvement:

• Use customer feedback and call metrics to recommend and implement service improvements.
• Conduct customer surveys, analyze satisfaction trends, and ensure continuous enhancement of the customer experience.
• Recommend and support the implementation of automation tools (e.g., IVR enhancements, chatbot support) to streamline service delivery.

Reporting:

• Prepare monthly and quarterly reports on call volumes, customer satisfaction, complaint resolution metrics with thematic views and CPR compliance as per the regulatory standards.
• Support regulatory audits and internal reviews with necessary documentation.
• Develop real-time dashboards and visual reports for management insights and decision-making.

Requirements:

• Bachelor’s degree in Business Administration, Customer Service, or related field.
• 5–7 years in a customer service or call center leadership role, ideally within the financial services, exchange house, or regulated sectors.
• Familiarity with money remittance, foreign exchange operations, and regulatory complaint handling frameworks.
• Ability to work under pressure and handle sensitive issues with discretion.
• Proficiency in CRM/call center tools and MS Office Suite.
• Experience: 5–7 years in a customer service or call center leadership role, ideally within the financial services, exchange house, or regulated sectors.
• Strong interpersonal and conflict-resolution skills; ability to remain composed under pressure.
• Fluency in English is required: Arabic, Hindi, or Urdu is an advantage.

Eligible candidates residing in Dubai may please apply with detailed biodata and a recent photo.