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....

Team Leader - Contact Center

A leading customer experience solutions provider is seeking a **Team Leader - Contact Center** to manage, support, and develop a team of contact center advisors. This role requires strong leadership skills to ensure the team delivers **high-quality customer service**, meets performance targets, and fosters a **motivated and engaged work environment**. The ideal candidate is **bilingual in English and Arabic**, has prior experience in customer service leadership, and is passionate about **coaching and driving performance excellence**.

Job Location: Work-from-Home, United Arab Emirates
Job Industry: Customer Service and Contact Center
Job Function: Team Leadership and Customer Experience Management
Salary: Negotiable
Gender: Any

Key Responsibilities

- Oversee daily operations, including emails, leave requests, scheduling, meetings, performance monitoring, and reporting
- Lead, motivate, and **support a team of 15+ contact center advisors**, ensuring they provide excellent customer service
- Conduct hiring, training, and ongoing coaching to **build the team’s skills and abilities**
- Monitor inbound call volumes, **handle escalations**, and ensure timely responses to customer inquiries
- Ensure compliance with **client service level agreements (SLA)** by tracking key performance metrics
- Organize **performance reviews, coaching sessions, and recognition programs** to enhance motivation
- Identify and implement **best practices to improve team efficiency and productivity**
- Work closely with **client representatives** to strengthen relationships and address client needs
- Monitor people metrics such as **attrition, absenteeism, and schedule adherence**
- Collaborate with other team leaders and management to **maximize customer satisfaction and operational efficiency**

Required Skills and Experience

- Minimum of **1+ years of experience in customer service leadership**, preferably within a BPO setting
- Bilingual fluency in **English (B2 Level+) and native Arabic**
- Strong communication, interpersonal, and **people management skills**
- Bachelor’s degree preferred, though a combination of **education and experience** will be considered
- **Proficiency in technology**, including computers, CRM software, and phone systems
- **Analytical and detail-oriented**, with the ability to interpret performance data
- **Ability to inspire and engage a team**, fostering a positive work environment
- Strong **problem-solving and decision-making skills** in a fast-paced environment

What We Offer

- Competitive salary and **performance-based incentives**
- Opportunity to **lead and grow** in a dynamic customer service environment
- **Work-from-home flexibility** with structured career progression
- Training and professional development in **leadership and customer experience strategies**

About the Company

A global leader in **customer experience solutions**, specializing in contact center services, digital transformation, and workforce optimization. The company is committed to **delivering exceptional customer service and innovative business solutions**.

For more information on leadership opportunities in the contact center industry, apply now.

Job Title Team Leader - Contact Center Job Description Team Leader - Contact Center A leading customer experience solutions provider is seeking a **Team Leader - Contact Center** to manage, support, and develop a team of contact center advisors. This role requires strong leadership skills to ensure the team delivers **high-quality customer service**, meets performance targets, and fosters a **motivated and engaged work environment**. The ideal candidate is **bilingual in English and Arabic**, has prior experience in customer service leadership, and is passionate about **coaching and driving performance excellence**. Job Location: Work-from-Home, United Arab Emirates Job Industry: Customer Service and Contact Center Job Function: Team Leadership and Customer Experience Management Salary: Negotiable Gender: Any Key Responsibilities - Oversee daily operations, including emails, leave requests, scheduling, meetings, performance monitoring, and reporting - Lead, motivate, and **support a team of 15+ contact center advisors**, ensuring they provide excellent customer service - Conduct hiring, training, and ongoing coaching to **build the team’s skills and abilities** - Monitor inbound call volumes, **handle escalations**, and ensure timely responses to customer inquiries - Ensure compliance with **client service level agreements (SLA)** by tracking key performance metrics - Organize **performance reviews, coaching sessions, and recognition programs** to enhance motivation - Identify and implement **best practices to improve team efficiency and productivity** - Work closely with **client representatives** to strengthen relationships and address client needs - Monitor people metrics such as **attrition, absenteeism, and schedule adherence** - Collaborate with other team leaders and management to **maximize customer satisfaction and operational efficiency** Required Skills and Experience - Minimum of **1+ years of experience in customer service leadership**, preferably within a BPO setting - Bilingual fluency in **English (B2 Level+) and native Arabic** - Strong communication, interpersonal, and **people management skills** - Bachelor’s degree preferred, though a combination of **education and experience** will be considered - **Proficiency in technology**, including computers, CRM software, and phone systems - **Analytical and detail-oriented**, with the ability to interpret performance data - **Ability to inspire and engage a team**, fostering a positive work environment - Strong **problem-solving and decision-making skills** in a fast-paced environment What We Offer - Competitive salary and **performance-based incentives** - Opportunity to **lead and grow** in a dynamic customer service environment - **Work-from-home flexibility** with structured career progression - Training and professional development in **leadership and customer experience strategies** About the Company A global leader in **customer experience solutions**, specializing in contact center services, digital transformation, and workforce optimization. The company is committed to **delivering exceptional customer service and innovative business solutions**. For more information on leadership opportunities in the contact center industry, apply now. Post Details

Job Start Date Salary from 0.00 Salary to 0.00 Number of Vacancies 1 Location Job Location -> UAE Dubai

Desired Candidate's Profile Nationality Candidate Current Location Job Location -> USA Job Classification Job Type Job Type -> Work from Home online Jobs Industry Type Job Industry -> Consumer Services Job Function Job Functions -> Management Employers Details Company Concentrix Contact Person HRM Concentrix Designation HR Manager Telephone 1-800-747-0583 Email inquiryconcentrix.com