Senior Agent/Team leader (Contact Centre)

We are looking for an experienced Senior Agent / Team Leader – Contact Centre to join our team in Dubai, UAE.We are particularly interested in candidates with strong Team Leader experience, excellent English communication skills, and a solid background in managing contact centre operations across Voice and Digital Channels.

Key Requirements

7+ years of overall experience in Call Centre / Contact Centre operationsMinimum 2 years of experience as a Team LeaderPrevious experience in Facilities Management (FM) contact centre operations is highly preferredExperience handling Voice and Digital Channels is an advantageExcellent spoken and written EnglishStrong experience in team supervision, performance monitoring, coaching and quality managementGood understanding of AHT, call quality, SLA/KPI monitoring and customer service standardsAbility to work in a 24/7 rotational shift environmentStrong reporting, analytical and stakeholder coordination skills

Key Responsibilities

Lead daily Contact Centre floor operations, ensuring smooth functioning of Voice and Digital channels.Handle customer calls and digital interactions professionally, ensuring 90%+ call quality and 100% availability during critical events.Ensure adherence to call scripts and maintain AHT within thresholds.Capture customer data accurately with 90%+ data accuracy for reporting and insights.Prepare and conduct staff performance evaluations; promote a positive, employee‑centric culture.Submit monthly insights and recommendations to support continuous improvement.Collaborate cross‑functionally to execute key initiatives aligned with the end‑state vision.Perform additional duties as required to support Contact Centre efficiency.📍 Location: Knowledge Village, Dubai 🕒 Working Pattern: 24/7 rotational roster, 9-hour shifts with rotational weekly off📩 Interested candidates may apply/share their updated CV.Preference will be given to candidates with proven Call Centre Team Leader experience within Facilities Management and exposure to Digital Channels.#Hiring #TeamLeader #CallCentre #ContactCentre #CustomerService #FacilitiesManagement #FMJobs #DubaiJobs #UAEJobs #CustomerExperience #ContactCentreJobs #TeamLeaderJobs