Arabic Team Leader

Job Description/Specification:

The role of Team Leader is to oversee a high-performing team of customer service representatives. This role is critical in ensuring consistent service delivery, meeting key performance targets, and fostering a culture of accountability, learning, and customer obsession. The ideal candidate will have strong leadership skills, a hands-on approach, and a proven track record in Contact Center operations.

Context: This role operates within a fast-paced, inbound contact center environment and requires prior experience managing frontline customer service teams. The Team Leader directly influences customer experience outcomes, agent performance, and overall operational efficiency.

Role Accountabilities:

• Lead, manage, and support a team of customer service agents to ensure daily service levels and quality standards are met.
• Monitor team performance using key metrics such as AHT, FCR, CSAT, SLA adherence, and schedule compliance.
• Provide coaching, feedback, and performance development through regular 1:1s, quality audits, and team huddles.
• Handle real-time escalations and ensure timely resolution of customer issues with a customer-first mindset.
• Track and report on team metrics, identifying areas for improvement and taking corrective actions.
• Drive team engagement, motivation, and collaboration through recognition, support, and a positive work environment.
• Collaborate with Quality, Training, and Workforce Management teams to ensure team readiness and alignment with business goals.
• Maintain compliance with internal policies, processes, and industry regulations.

Key Competencies:

• Networking & Influencing Collaboratively: Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.
• Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher levels of performance.
• Building Customer Value: Gaining insights into internal and/or external customers’ experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.

Minimum Qualifications

• Bachelor’s degree in any discipline
• Computer knowledge – MS Office Suite
• Hands-on knowledge of call center products, processes, and systems (preferred).
• Strong interpersonal and leadership skills with the ability to manage and motivate a diverse team.
• Excellent communication skills, both verbal and written.
• Proficiency with CRM and contact center tools (e.g., Salesforce, Zendesk, Avaya, Genesys).
• Ability to analyze performance data and translate insights into action.
• Exposure to multi-channel or omnichannel support environments.
• Experience handling escalations and working cross-functionally.
• Familiarity with coaching frameworks and performance improvement plans.