Call Center Team Leader

Overview

We are seeking a dynamic and experienced Call Center Team Leader to join our facility management company in Abu Dhabi. The ideal candidate will lead and motivate our call center team to deliver exceptional customer service, ensuring efficient handling of client inquiries and issues. This role requires strong leadership, excellent communication skills, and a commitment to operational excellence.

• Lead, supervise, and motivate the call center team to achieve performance targets and deliver exceptional customer service.
• Monitor daily operations to ensure compliance with company standards and client requirements.
• Develop and implement strategies to improve call center efficiency and customer satisfaction.
• Provide coaching, training, and performance feedback to team members to foster their development.
• Handle escalated customer issues and resolve complaints promptly and effectively.
• Prepare and analyze performance reports to identify areas for improvement.
• Collaborate with other departments to ensure seamless service delivery and operational coordination.
• Manage scheduling and resource allocation to maintain optimal coverage at all times.

• Proven experience as a Call Center Team Leader or similar supervisory role in UAE, preferably within facility management or a related industry for 3 years.
• Excellent leadership and team management skills with the ability to motivate and inspire others.
• Strong communication and interpersonal skills to effectively engage with customers and team members.
• Ability to handle high-pressure situations and resolve conflicts efficiently.
• Proficient in call center software and Microsoft Office Suite.
• Good analytical skills with a focus on continuous improvement.
• Fluency in English;
  Arabic language is a plus.
• Bachelor’s degree or equivalent experience in business administration, management, or a related field is preferred.
• Flexibility to work in shifts and adapt to changing business needs.
• Immediate joiners preferred.