Job Title: Team Leader – Contact Center

Location: Work-from-Home, UAE (Full-time)

About the Role

As a Team Leader, you will manage a team of 15+ contact center agents. Your goal is to ensure excellent customer service, support team growth, and maintain strong client relationships. You’ll coach, motivate, and guide your team to meet targets and improve performance every day.

Key Responsibilities

Team Leadership

• Support, coach, and motivate your team

• Set goals and track performance against KPIs

• Deliver daily feedback and monthly performance reviews

• Celebrate wins and foster a positive team culture

Customer Support

• Ensure your team delivers outstanding service on every call or chat

• Handle escalated customer issues professionally and quickly

• Make sure agents are well-trained and up to date with client info

Operations & Admin

• Manage schedules, leave requests, and team meetings

• Track team metrics like attendance, adherence, and attrition

• Report on team performance using available data

• Maintain smooth day-to-day operations and planning

Client Communication

• Join client calls and share important updates with your team

• Build a strong and professional relationship with the client

Hiring & Training

• Assist with interviewing and hiring

• Identify skill gaps and arrange training where needed

What We’re Looking For

• 1+ years of experience in customer service or contact center leadership

• Experience in a BPO setting is preferred

• Fluent in English (B2+) and native Arabic speaker

• Strong people skills – approachable, motivating, and a good listener

• Good with tech – you’re confident with systems, software, and reports

• Graduate preferred (or equivalent combination of education and experience)

• Fun, positive energy that brings the best out of others

Workplace Values

We value inclusion, integrity, professionalism, and collaboration. You’ll be part of a diverse, respectful team that works together to deliver excellence.

Summary Table