Call Center Team Leader - UAE National

Our client is a leading UAE based financial services business. Due to expansion, they are looking to hire additional team leaders for their call centre operations. As a Team Leader, you are key to in ensuring customers receive exceptional service, while also promoting a high-performance environment for your team. Key Responsibilities: • Lead, mentor, and motivate a team of call centre agents to achieve individual and team targets. • Monitor call quality and provide constructive feedback to agents. • Handle escalated customer queries and complaints efficiently and professionally. • Conduct performance reviews and identify training needs for team members. • Contribute to the development and implementation of call centre policies and procedures. • Provide regular reports and updates relating to service, to management when required • Ensure adherence to all banking regulations and internal policies. • Proven experience in a call centre leadership role. • Banking experience is preferred. • Excellent communication, interpersonal, and leadership skills. • Strong problem-solving abilities and a customer-centric approach. • Proficiency in both Arabic and English. • Ability to work effectively in a fast-paced and dynamic environment. Due to Emiratisation, this role is available to UAE Nationals only at this time. #J-18808-Ljbffr