Role Overview – IBT Global Call Centre Services LLC is hiring a Call Center Team Leader for a full-time, on-site role based in Dubai, UAE. This position is ideal for experienced call center professionals with strong leadership capabilities, team management expertise, and the ability to supervise agents, drive performance, ensure quality service delivery, and achieve operational targets within a customer contact center environment.

Team Leadership and Supervision – You will lead and supervise call center teams by managing call center agents and customer service representatives, providing day-to-day direction and guidance, monitoring team performance, ensuring adherence to schedules and processes, maintaining team discipline and professionalism, and creating positive, productive team environments that support service excellence.

Performance Management and Coaching – You will manage performance and coach agents by setting individual and team performance targets, monitoring KPIs (average handling time, first call resolution, customer satisfaction, quality scores), conducting one-on-one coaching sessions, providing constructive feedback, identifying skill gaps, implementing performance improvement plans, and driving continuous performance enhancement.

Quality Assurance and Call Monitoring – You will ensure quality assurance by monitoring live and recorded calls, evaluating agent performance against quality standards, scoring calls using quality frameworks, identifying coaching opportunities, providing real-time feedback, conducting calibration sessions, and maintaining high-quality customer interactions across the team.

Team Motivation and Engagement – You will motivate and engage teams by recognizing top performers, celebrating achievements, conducting team huddles and briefings, facilitating team-building activities, maintaining positive morale, addressing team concerns, creating motivational initiatives, and fostering collaborative, supportive team culture.

Customer Service Excellence – You will drive customer service excellence by ensuring agents deliver exceptional customer experiences, maintaining service level agreements (SLAs), monitoring customer satisfaction scores, addressing service gaps, implementing best practices, championing customer-centric approaches, and ensuring all customer interactions reflect company values and quality standards.

Operational Management and Workflow – You will manage operations and workflow by overseeing daily call center operations, monitoring call volumes and queue management, ensuring adequate staffing coverage, managing breaks and shift rotations, coordinating with workforce management on scheduling, optimizing agent utilization, and maintaining smooth, efficient operational flow.

KPI Tracking and Reporting – You will track KPIs and prepare reports by monitoring team performance metrics (calls handled, average speed of answer, abandonment rate, service level, occupancy rate, productivity), generating daily and weekly performance reports, analyzing trends and patterns, preparing management dashboards, and providing insights to support decision-making.

How to Apply:

Send your updated CV to info@ibtevolve.com. Please highlight your call center team leader or supervisory experience, the size of teams you have managed, your performance management and coaching capabilities, your knowledge of call center KPIs and metrics, examples of team achievements or performance improvements you have driven, your technology proficiency with call center systems, and your language skills if applicable. Forward to anyone in your network who may be a strong fit.

About the Company:

IBT Global Call Centre Services LLC is a call center and customer contact services provider committed to delivering quality customer experiences and operational excellence. The company is seeking an experienced Call Center Team Leader who brings strong leadership capabilities, performance management expertise, and a commitment to driving team success, ensuring quality service delivery, and achieving operational targets within a dynamic call center environment in Dubai.