Team Leader - Contact Center - Real Estate (Bilingual English Urdu) Job Vacancy in UAE Dubai
Posted date [2025-01-28]
(ID: 33288)
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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.... |
Team Leader - Contact Center - Real Estate (Bilingual English/Urdu)
Step into a leadership role in Dubai’s thriving real estate sector as a Team Leader - Contact Center, where you will guide and motivate a team of advisors to deliver outstanding customer support. This role is ideal for a results-driven leader with a passion for coaching, performance management, and client satisfaction. If you excel at driving customer service excellence, managing key performance metrics, and fostering team growth, this opportunity offers the perfect platform to enhance your leadership career in a dynamic contact center environment.
Job Location: Dubai, United Arab Emirates
Job Industry: Real Estate and Customer Experience
Job Function: Contact Center Leadership
Salary: Negotiable
Gender: Any
Responsibilities:
Team Leadership & Performance Management:
- Lead, motivate, and support a team of 15+ contact center advisors, ensuring high-quality customer service delivery.
- Manage daily administrative tasks, including leave approvals, scheduling, performance tracking, and reporting.
- Monitor inbound call volumes to ensure efficient handling and optimal resource allocation.
- Provide training, coaching, and ongoing mentorship to improve individual and team performance.
- Set performance objectives and communicate clear monthly goals to advisors.
- Conduct regular call monitoring, provide constructive feedback, and drive continuous improvement initiatives.
- Implement creative rewards and recognition programs to enhance team engagement and motivation.
Operations & Client Management:
- Actively participate in client calls, ensuring all updates are effectively communicated to the team.
- Oversee customer interactions, ensuring all inquiries, complaints, and escalations are handled professionally.
- Maintain strong client relationships by providing regular updates and insights on team performance.
- Conduct data analysis and reporting to support management in decision-making and service optimization.
- Collaborate with cross-functional teams to ensure smooth contact center operations and service excellence.
Required Skills and Qualifications:
- Minimum 4 years of experience in customer service, including at least 1.5 years in a leadership role.
- Proven track record of exceeding performance metrics and leading successful teams in a BPO setting, preferably in the real estate sector.
- Bilingual proficiency: English (B2+ level) and native Urdu speaker.
- Strong communication, coaching, and interpersonal skills.
- Bachelor\'s degree preferred; equivalent experience may be considered.
- Analytical mindset with a keen eye for efficiency, accuracy, and problem-solving.
- Proficiency in contact center technologies, including CRM and phone systems.
- Ability to create a positive, engaging, and 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.
Step into a leadership role in Dubai’s thriving real estate sector as a Team Leader - Contact Center, where you will guide and motivate a team of advisors to deliver outstanding customer support. This role is ideal for a results-driven leader with a passion for coaching, performance management, and client satisfaction. If you excel at driving customer service excellence, managing key performance metrics, and fostering team growth, this opportunity offers the perfect platform to enhance your leadership career in a dynamic contact center environment.
Job Location: Dubai, United Arab Emirates
Job Industry: Real Estate and Customer Experience
Job Function: Contact Center Leadership
Salary: Negotiable
Gender: Any
Responsibilities:
Team Leadership & Performance Management:
- Lead, motivate, and support a team of 15+ contact center advisors, ensuring high-quality customer service delivery.
- Manage daily administrative tasks, including leave approvals, scheduling, performance tracking, and reporting.
- Monitor inbound call volumes to ensure efficient handling and optimal resource allocation.
- Provide training, coaching, and ongoing mentorship to improve individual and team performance.
- Set performance objectives and communicate clear monthly goals to advisors.
- Conduct regular call monitoring, provide constructive feedback, and drive continuous improvement initiatives.
- Implement creative rewards and recognition programs to enhance team engagement and motivation.
Operations & Client Management:
- Actively participate in client calls, ensuring all updates are effectively communicated to the team.
- Oversee customer interactions, ensuring all inquiries, complaints, and escalations are handled professionally.
- Maintain strong client relationships by providing regular updates and insights on team performance.
- Conduct data analysis and reporting to support management in decision-making and service optimization.
- Collaborate with cross-functional teams to ensure smooth contact center operations and service excellence.
Required Skills and Qualifications:
- Minimum 4 years of experience in customer service, including at least 1.5 years in a leadership role.
- Proven track record of exceeding performance metrics and leading successful teams in a BPO setting, preferably in the real estate sector.
- Bilingual proficiency: English (B2+ level) and native Urdu speaker.
- Strong communication, coaching, and interpersonal skills.
- Bachelor\'s degree preferred; equivalent experience may be considered.
- Analytical mindset with a keen eye for efficiency, accuracy, and problem-solving.
- Proficiency in contact center technologies, including CRM and phone systems.
- Ability to create a positive, engaging, and 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.
