About the Role

We are seeking an experienced and dynamic Team Leader to join our growing call centre operations in Dubai. The ideal candidate will be responsible for leading, motivating, and developing a team of call centre agents while ensuring exceptional service delivery and achievement of operational targets.

Key Responsibilities

Lead and manage a team of call centre agents, providing regular coaching, feedback, and performance evaluations

Monitor team performance metrics and implement strategies to improve efficiency and service quality

Ensure adherence to quality standards, operational procedures, and service level agreements

Conduct regular team meetings and one-on-one sessions to address concerns and share feedback

Identify training needs and facilitate skill development programs for team members

Generate and analyze performance reports to track team progress and identify areas for improvement

Handle escalated customer issues and provide resolution support to agents

Collaborate with other departments to enhance service delivery and operational efficiency

Maintain a positive work environment that promotes team engagement and motivation

Required Qualifications

Minimum 3 years of experience in call centre operations, with at least 1 year in a supervisory role

Fluency in both English and Arabic (written and verbal)

Strong leadership and team management skills

Excellence in customer service and problem-solving

Proficiency in call centre management systems and MS Office applications

Bachelor's degree in Business Administration, Communications, or related field (preferred)

Desired Skills

Experience with performance management and coaching techniques

Strong analytical and reporting skills

Ability to work in a fast-paced, dynamic environment

Excellent communication and interpersonal skills

Previous experience in BPO environment

Knowledge of UAE market and customer service standards

Benefits

Competitive salary package 

Career growth opportunities in a growing organization

Professional development and training programs

Health insurance coverage

Transportation allowance

Annual leave as per UAE labor law

How to Apply

Qualified candidates are invited to:

Send their CV to career@datadirect.ae

Include "Team Leader - Call Centre" in the subject line

Or DM their CV through our professional network

About Us

More than just a business, we are a collective of dedicated professionals who have spent the past two decades transforming, pivoting, and expanding to emerge as a prominent player in the BPO space.

We are all for digital innovation, surpassing client expectations and redefining industry standards. We envision a future where Data Direct is synonymous with excellence, innovation, and sustainable growth.