Team Leader - Contact Center - Airlines Travel (Bilingual English Arabic) Job Vacancy in UAE Dubai
Posted date [2025-01-28]
(ID: 33290)
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We’re Concentrix, a global leader in technology and services that empowers the world’s top brands today and into the future. Focused on solutions and driven by technology and intelligence, we design, build, and operate fully integrated, end-to-end solutions at speed and scale for over 2,000 clients, addressing their toughest business challenges. With unique data insights, deep industry expertise, and advanced technology, we are the intelligent transformation partner that simplifies how companies work, interact, and transact.... |
Take the lead in Dubai’s thriving travel and aviation industry as a Team Leader - Contact Center, where you will inspire, guide, and support a team of advisors to deliver exceptional customer experiences. This role is ideal for a results-driven leader with a passion for coaching, team performance, and client satisfaction. If you have experience managing customer service teams, exceeding key performance metrics, and fostering employee growth, this is your opportunity to make a significant impact in a dynamic contact center environment.
Job Location: Dubai, United Arab Emirates
Job Industry: Airlines and Travel Customer Service
Job Function: Contact Center Leadership
Salary: Negotiable
Gender: Any
Responsibilities:
Team Leadership & Performance Management:
- Lead, mentor, and support a team of contact center advisors, ensuring outstanding customer service delivery.
- Manage daily operations, including emails, scheduling, reporting, leave approvals, and administrative tasks.
- Monitor inbound call volumes, ensuring efficient handling and optimal resource utilization.
- Provide coaching, training, and mentorship to improve individual and team performance.
- Set clear objectives and communicate performance expectations to team members.
- Conduct regular call monitoring, providing real-time feedback and support for continuous improvement.
- Implement creative rewards and recognition initiatives to enhance team motivation and engagement.
Operations & Client Management:
- Actively participate in client calls and ensure timely communication of updates to the team.
- Oversee customer interactions, ensuring all inquiries, complaints, and escalations are managed professionally.
- Maintain strong client relationships by providing regular updates and insights on team performance.
- Analyze operational data, generate reports, and assist management in decision-making and process optimization.
- Collaborate with cross-functional teams to enhance overall customer satisfaction and service efficiency.
Required Skills and Qualifications:
- Minimum 4 years of experience in customer service, with at least 1.5 years in a leadership role.
- Proven ability to lead teams and exceed key performance metrics within a BPO environment.
- Bilingual proficiency: English (B2+ level) and native Arabic speaker.
- Strong communication, coaching, and interpersonal skills.
- Bachelor\'s degree required.
- Analytical mindset with the ability to make data-driven decisions.
- Proficiency in customer service technologies, CRM software, and contact center systems.
- Ability to create a positive, high-performance work culture.
Note: Employment in this role is subject to compliance with all legal requirements in the UAE. Additional responsibilities may be assigned based on business needs.
Job Location: Dubai, United Arab Emirates
Job Industry: Airlines and Travel Customer Service
Job Function: Contact Center Leadership
Salary: Negotiable
Gender: Any
Responsibilities:
Team Leadership & Performance Management:
- Lead, mentor, and support a team of contact center advisors, ensuring outstanding customer service delivery.
- Manage daily operations, including emails, scheduling, reporting, leave approvals, and administrative tasks.
- Monitor inbound call volumes, ensuring efficient handling and optimal resource utilization.
- Provide coaching, training, and mentorship to improve individual and team performance.
- Set clear objectives and communicate performance expectations to team members.
- Conduct regular call monitoring, providing real-time feedback and support for continuous improvement.
- Implement creative rewards and recognition initiatives to enhance team motivation and engagement.
Operations & Client Management:
- Actively participate in client calls and ensure timely communication of updates to the team.
- Oversee customer interactions, ensuring all inquiries, complaints, and escalations are managed professionally.
- Maintain strong client relationships by providing regular updates and insights on team performance.
- Analyze operational data, generate reports, and assist management in decision-making and process optimization.
- Collaborate with cross-functional teams to enhance overall customer satisfaction and service efficiency.
Required Skills and Qualifications:
- Minimum 4 years of experience in customer service, with at least 1.5 years in a leadership role.
- Proven ability to lead teams and exceed key performance metrics within a BPO environment.
- Bilingual proficiency: English (B2+ level) and native Arabic speaker.
- Strong communication, coaching, and interpersonal skills.
- Bachelor\'s degree required.
- Analytical mindset with the ability to make data-driven decisions.
- Proficiency in customer service technologies, CRM software, and contact center systems.
- Ability to create a positive, high-performance work culture.
Note: Employment in this role is subject to compliance with all legal requirements in the UAE. Additional responsibilities may be assigned based on business needs.
