Call Center Team Lead

About the role

Battmobile is seeking an experienced Call Center Team Lead to manage daily operations of its Dubai call centre. You will guide agents, monitor performance, and ensure high‑quality customer interactions while collaborating closely with dispatch and field teams.

Key responsibilities

• Direct and mentor a team of call centre agents, overseeing daily workflows and schedules.
• Track and report operational KPIs such as call resolution, response times, conversion rates and customer satisfaction.
• Conduct regular call audits, provide targeted coaching and support agent development.
• Handle escalated customer issues, resolve complaints and troubleshoot service disruptions.
• Facilitate daily huddles to align staff on targets, updates and company guidelines.
• Coordinate with Dispatch and Field Operations to ensure seamless service tracking.
• Prepare and present daily/weekly performance reports and attendance logs to management.

Required profile

• Minimum 3 years of hands‑on experience in a customer support or call centre environment.
• Proven leadership or senior supervisory experience.
• Experience in the UAE market and preferably the automotive/service sector.
• Strong communication and dispute‑resolution abilities.

Required skills

• Proficiency with call centre CRM systems, preferably Zoho CRM.
• Advanced use of Microsoft Office for reporting and analysis.

What we offer

• Target‑based incentives.
• Company‑provided visa, medical insurance and paid annual leave.
• Rotational shift schedule, including weekends and evenings.