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Customer Service Operations Team Leader (Emirati National)
Job Location:
Monthly Salary:
Experience Required:
Posted:
24 July 2026 (20 days ago)
Posted:
Application Deadline:
22 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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.
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.
Company Industry
IT Services and IT Consulting
Key Skills
- Cement Plant
- Account Payable
- Bidding
- Electrical Engineering
- Kpo
- Architecture
