Call Center Team Lead

Call Centre Manager / Team Lead – Arabic Speaking

We are looking for an experienced Call Centre Manager / Team Lead to oversee daily call centre operations, manage a team of customer service representatives and ensure high standards of customer experience. The role focuses on team performance, KPI management, customer escalations and operational efficiency.

Key Responsibilities

• Oversee daily call centre operations, ensuring customer enquiries and service requests are handled efficiently.
• Lead, coach and manage call centre agents, monitoring productivity, performance and service quality.
• Track KPIs, including call volumes, response times, customer satisfaction and resolution rates.
• Handle customer complaints and escalations, ensuring timely and effective resolution.
• Manage team schedules, workloads and staffing to maintain operational efficiency.
• Monitor call quality and customer feedback, identifying opportunities to improve service delivery.
• Develop and implement procedures to improve productivity, customer satisfaction and first-call resolution.
• Prepare performance reports and provide regular updates to management.
• Maintain accurate customer records and ensure effective use of CRM and call centre systems.

Requirements

• Bachelor's degree in Business Administration or a related field preferred.
• 5–8 years of experience in call centre operations or customer service.
• 2–3 years of experience in a team leadership or supervisory role.
• Proven experience managing teams, monitoring KPIs and driving performance.
• Strong understanding of call centre metrics, quality assurance and customer service processes.
• Familiarity with CRM systems and call centre platforms.
• Excellent leadership, communication and problem-solving skills.
• Fluency in Arabic and English is essential.