Bilingual Contact Centre Team Leader

What you will do

• Own the daily performance of your team against the client's service levels, quality scores and satisfaction targets.
• Run daily huddles and weekly one to one coaching sessions with every advisor, documented.
• Handle escalated customer contacts personally.
• Review quality evaluations and turn them into specific, actionable coaching rather than scores on a page.
• Manage attendance, adherence and shift coverage in partnership with workforce management.
• Represent your team in client calibration sessions and in the monthly governance review.
• Identify the process failures that generate repeat contact and put them in front of the operations manager with evidence.

What you bring

• At least two years in a contact centre environment with at least one year leading or formally coaching others.
• Arabic and English both at C1 or above.
• Demonstrable ability to hold a difficult performance conversation without damaging the relationship.
• Comfort with performance data and the ability to explain what a number means rather than only report it.
• Working knowledge of contact centre platforms and quality management tools.

Nice to have

• Experience on a regulated financial services or telecommunications account.
• Familiarity with COPC or similar operational frameworks.
• A third language spoken by the UAE customer base.

What we offer

• Leadership development running through your first year.
• A defined route to operations manager and account management.
• Employment visa and medical insurance in line with UAE law.
• Team performance bonus.
• Transport allowance.
• Genuine influence over how the account runs, because team leaders sit in the governance forum, not outside it.

How the process works

Apply on this page. The first step takes under two minutes. Every application gets a response from our talent team.