Customer Service Operations Team Leader (Emirati National)

About Us

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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.
  
  

Requirements

Education & Experience Requirements Education

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

Experience

• 3–4 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 10,000 – AED 15,000 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.