Senior Contact Centre Team Leader

About the role

We are seeking an experienced Senior Agent / Team Leader to manage our Contact Centre operations in Dubai, overseeing both voice and digital channels. The role requires strong leadership, excellent English communication, and a solid background in facilities management contact centres.

Key responsibilities

• Lead daily floor operations for voice and digital channels, ensuring smooth functioning and 100% availability during critical events.
• Handle customer calls and digital interactions while maintaining 90%+ call quality and adherence to scripts.
• Capture and maintain customer data with at least 90% accuracy for reporting and insights.
• Conduct staff performance evaluations, foster a positive employee‑centric culture, and submit monthly improvement recommendations.
• Collaborate cross‑functionally to execute initiatives aligned with the centre’s vision and support overall efficiency.

Required profile

• 7+ years of overall experience in Call Centre / Contact Centre operations.
• Minimum 2 years of experience as a Team Leader, preferably in Facilities Management.
• Proven experience handling both voice and digital channels.
• Excellent spoken and written English.
• Strong supervision, coaching, quality management, and performance monitoring skills.
• Ability to work in a 24/7 rotational shift environment.

Required skills

• Voice and digital channel handling.
• Average Handling Time (AHT) monitoring and management.
• Call quality assurance and SLA/KPI tracking.
• Reporting, analytical, and stakeholder coordination.