Call Centre Team Leader

Location : Dubai, United Arab Emirates

Employment Type: Full-time

Work Model : On-site

Relocation : Fully Sponsored

• Lead, coach, and develop a team of customer support/sales agents to achieve and exceed KPIs and business objectives.
• Manage day-to-day operations to ensure service quality, productivity, and operational efficiency.
• Monitor and analyze performance metrics, including SLA, AHT, CSAT, and quality scores.
• Conduct regular performance reviews, coaching sessions, and development plans.
• Support team members in strengthening their communication, problem‑solving, and customer service skills.
• Handle escalated customer issues and ensure timely and effective resolutions.
• Drive continuous improvement initiatives to enhance operational performance and customer experience.
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