Call Centre Team Leader
Full-time
TopTalent Recruitment - Careers
Team Leader (Thai Vietnamese)
Location : Dubai United Arab Emirates
Employment Type: Full-time
Work Model : On-site
Relocation : Fully Sponsored
Duties and Responsibilities
- Lead coach and develop a team of customer support/sales agents to achieve and exceed KPIs and business objectives.
- Manage day-to-day operations to ensure service quality productivity and operational efficiency.
- Monitor and analyze performance metrics including SLA AHT CSAT and quality scores.
- Conduct regular performance reviews coaching sessions and development plans.
- Support team members in strengthening their communication problem-solving and customer service skills.
- Handle escalated customer issues and ensure timely and effective resolutions.
- Drive continuous improvement initiatives to enhance operational performance and customer experience.
- Collaborate with internal stakeholders to align team goals with overall business objectives.
- Foster a positive motivating and high-performance team culture.
- Ensure compliance with company policies procedures and service standards.
Requirements
- Native/fluent Thai and Vietnamese both written and spoken (mandatory).
- Fluent English communication skills (B2 level or higher).
- Minimum 2 years of people management experience within a call center customer support or BPO environment.
- Proven experience managing KPIs and driving team performance.
- Strong leadership coaching mentoring and conflict-resolution skills.
- Excellent communication and interpersonal abilities.
- Ability to thrive in a fast-paced multicultural environment.
- Strong organizational analytical and multitasking skills.
- High level of professionalism accountability and integrity.
- Bachelors degree is preferred.
Offer
- Full relocation package to Dubai.
- Visa and work permit sponsorship.
- Flight ticket provided by the company.
- Competitive salary and performance-based incentives.
- Career growth opportunities within a global organization.
- International and multicultural work environment.
- Modern office facilities in Dubai.
Vacancy posted more than 2 months ago
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