Job Overview: Star Services LLC is hiring an experienced Call Centre Team Leader to lead a dynamic team of agents in Abu Dhabi, UAE. The ideal candidate will possess strong leadership abilities, excellent communication skills, and a proven background in managing call centre operations. This is a full-time, fast-paced role that demands both team-building and operational excellence.

Leadership Responsibilities: You will supervise, mentor, and coach a team of call centre agents, ensuring optimal performance and adherence to key performance indicators (KPIs). You’ll motivate the team to meet daily targets and improve customer experience consistently.

Performance Monitoring: A critical aspect of the role is to monitor live calls, conduct regular performance reviews, and implement strategies to improve service quality and productivity. You’ll prepare performance reports and share insights with senior management.

Operational Oversight: You will manage shift scheduling, workflow allocation, and attendance tracking to ensure smooth operations. Quick problem-solving and adaptability are required to address high call volumes and agent queries.

Training & Development: Working closely with the Training and Quality departments, you’ll identify performance gaps and facilitate targeted coaching sessions. You'll foster a learning culture that supports personal and professional growth.

Customer Escalation Handling: As the first point of contact for escalated issues, you’ll resolve complaints efficiently while maintaining service standards and brand reputation. Professionalism, empathy, and sound judgment are key.

Process Improvement: You’ll contribute to the development and refinement of processes and SOPs that support a more efficient and customer-centric call centre environment.

How to Apply:

If you have experience managing call centre teams and want to lead a results-driven department, email your CV to cv@starservices.ae with the subject line “Team Leader – Call Centre, Abu Dhabi”. Only shortlisted candidates will be contacted.

About Us:

Star Services LLC is one of the UAE’s leading recruitment and outsourcing firms, known for delivering excellence across sectors. Join a supportive team where your leadership can make a measurable impact in the world of customer service.