Call Centre Team Leader

Team Leader (Thai + Vietnamese)

Location: Dubai, United Arab Emirates

Employment Type: Full-time

Work Model: On-site

Relocation: Fully Sponsored

Duties and Responsibilities

• 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 initi...