NamasteAi
CONTACT CENTER TEAM LEADER
NamasteAi Dubai, United Arab Emirates
Job Description:

Responsibilities
Team Coaching: Monitor agent calls, evaluate performance, and provide regular feedback and tailored development plans.
Operational Monitoring: Track real-time metrics like queue status, call volume, and key performance indicators (KPIs).
Escalation Management: Handle difficult customer complaints or complex inquiries that exceed agent authority.
Administrative Oversight: Manage work schedules, track attendance, and conduct formal performance reviews.
Communication: Lead daily shift briefings or team meetings to share company policy updates and motivate staff. 
Required Skills & Qualifications
Experience: 1 to 3 years working in a contact center or customer service role, with prior supervisory experience preferred.
Leadership: Strong motivation, conflict resolution, and people-management abilities.
Communication: Excellent verbal and written skills to guide staff and handle stakeholders.
Technical Literacy: Proficiency with contact center software, CRM systems, and performance tracking dashboards.
Analytical Skills: Ability to interpret data reports and spot workflow or customer service trends. 

Industry:

Financial Services

Category:

Investment & Asset Management

Skills:
Analytical Skills Communication
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Job Information

  • Career Level:

    Senior Level

  • Location:

    Dubai, United Arab Emirates

  • Job Type:

    Full Time

  • Experience:

    2 Yrs - 4 Yrs

  • Qualifications:

    Master Degree

  • Salary:

    Confidential

  • Date posted:

    4th August 2026

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