Customer Service Operations Team Leader (Emirati National)

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.
  

Education & Experience Requirements

Education

• Minimum: Bachelors degree in Business Administration Management Communications or a related field.
  
• Preferred: Additional certifications in Leadership Customer Service Management or Quality Assurance.
  

Experience

• 34 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 10000 AED 15000 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.