Senior Agent/Team leader (Contact Centre)

We are looking for an experienced Senior Agent / Team Leader – Contact Centre to join our team in Dubai, UAE.

We are particularly interested in candidates with strong Team Leader experience, excellent English communication skills, and a solid background in managing contact centre operations across Voice and Digital Channels.

Key Requirements:

• 7+ years of overall experience in Call Centre / Contact Centre operations
• Minimum 2 years of experience as a Team Leader
• Previous experience in Facilities Management (FM) contact centre operations is highly preferred
• Experience handling Voice and Digital Channels is an advantage
• Excellent spoken and written English
• Strong experience in team supervision, performance monitoring, coaching and quality management
• Good understanding of AHT, call quality, SLA/KPI monitoring and customer service standards
• Ability to work in a 24/7 rotational shift environment
• Strong reporting, analytical and stakeholder coordination skills

Key Responsibilities:

• Lead daily Contact Centre floor operations, ensuring smooth functioning of Voice and Digital channels.
• Handle customer calls and digital interactions professionally, ensuring 90%+ call quality and 100% availability during critical events.
• Ensure adherence to call scripts and maintain AHT within thresholds.
• Capture customer data accurately with 90%+ data accuracy for reporting and insights.
• Prepare and conduct staff performance evaluations; promote a positive, employee‑centric culture.
• Submit monthly insights and recommendations to support continuous improvement.
• Collaborate cross‑functionally to execute key initiatives aligned with the end‑state vision.
• Perform additional duties as required to support Contact Centre efficiency.

Location: Knowledge Village, Dubai

Working Pattern: 24/7 rotational roster, 9-hour shifts with rotational weekly off

Interested candidates may apply/share their updated CV.

Preference will be given to candidates with proven Call Centre Team Leader experience within Facilities Management and exposure to Digital Channels.

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