752 Customer Service Team Lead jobs in the United Arab Emirates

To lead and oversee day-to-day call center operations for Farnek, Hitches & Glitches, and HITEK, ensuring exceptional customer service and operational efficiency. The role requires strong leadership in managing service workflows in facilities management and home services, while driving digital transformation through AI-powered tools and platforms.

Key Responsibilities:

• Supervise daily call center operations for inbound and outbound service requests across Farnek, Hitches & Glitches, and HITEK.
• Ensure professional and timely handling of customer inquiries, complaints, and service escalations.
• Lead a team of agents, managing rosters, KPIs, and performance reviews.
• Train agents on customer service protocols, system usage (CAFM/CRM), and escalation procedures.
• Monitor service quality metrics such as AHT, FCR, CSAT, and SLA compliance, and take corrective actions as needed.
• Coordinate with technical and operations teams to ensure timely job completion and service feedback.
• Support the integration and adoption of AI-powered tools (e.g., virtual assistants, chatbots, predictive analytics) to automate repetitive queries and enhance service efficiency.
• Collaborate with the HITEK digital team to leverage real-time dashboards, workflow automation, and smart escalation tools.
• Analyze data from AI and call center systems to improve customer engagement, reduce call load, and streamline processes.
• Handle complex or escalated calls directly, ensuring a high level of customer satisfaction.

Qualifications & Experience:

• Bachelor's degree in Business Administration, Customer Service, or related field.
• 3 -5 years' experience in a supervisory role within a call center for a facilities management or home services company.
• Hands-on experience with CRM, CAFM, or service request platforms.
• Understanding of call center AI tools (e.g., chatbot platforms, IVR automation, sentiment analysis).
• Excellent leadership, communication, and team management skills.
• Strong customer-centric mindset and familiarity with FM service workflows.

Preferred Skills:

• Knowledge of HITEK systems or similar smart FM technologies.
• Analytical mindset with the ability to interpret performance data and AI reports.
• Familiarity with customer service trends in the UAE market.

Management Skills Compliance Operations Adoption Analysis CRM Customer Engagement Escalation Load Corrective Actions Reviews Metrics Analytics Team Management Automation Integration Customer Satisfaction Administration Customer Service Business English Leadership Communication Management

The Call Center Supervisor is responsible for organizing and directing the daily activities related to customer service operations. The main responsibilities include managing, training, and guiding team leads and executives to perform their tasks effectively, ensuring optimal resource utilization.

Requirements

• Diploma / Bachelor’s degree or equivalent required, or High School diploma with more than 4 years of experience.
• Minimum 4-5 years of customer service experience required.

Responsibilities

• Ensure the effectiveness and efficiency of the unit.
• Ensure adherence to call quality, shift schedules, punctuality, and attendance by executives and team leads.
• Design and implement a monthly performance tracking scheme.
• Conduct quizzes during monthly performance reviews for agents and team leaders.
• Update team leaders on team performance.
• Understand and communicate the management vision to team members.
• Analyze call volume continuously and escalate to management as needed.
• Ensure calls are answered promptly.
• Implement internal regulations and guidelines to maintain high service quality, including setting daily targets for individuals.
• Establish workflow systems, monitoring, and control mechanisms to evaluate call quality regularly.
• Identify and support the implementation of programs to improve customer service processes.
• Ensure client information security by enforcing strict guidelines for routine operations.
• Oversee recruitment, training, and development of a motivated team, including staffing strategies.
• Set individual objectives, recruit qualified staff, manage performance, and provide feedback to maximize team performance.
• Coordinate operational activities such as monitoring timesheets and leave regulations.
• Mentor the customer service team and provide technical leadership as needed.
• Ensure all team members receive necessary training, including onboarding and creating summary materials.
• Monitor progress against KPIs derived from the customer service agreement to ensure optimal service levels.

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• Job Title: Fleet Call Center Supervisor
• Division: Operations
• Reporting To: Transport Operation Manager
• Work Location: Abu Dhabi
• Salary: AED per month (full package)

PURPOSE

The Fleet Call Center Supervisor is responsible for overseeing and managing the operations of the call center for a fleet management company. This role combines leadership, communication, and problem-solving skills to ensure efficient customer service. The supervisor leads and manages a team of call center agents, ensures smooth call center operations, resolves customer inquiries and issues, analyzes data for improvements, and fosters a positive work environment.

MAIN ACCOUNTABILITIES

• Supervise and manage the team of call center agents, including hiring, training, coaching, and providing ongoing support.
• Set performance goals and monitor team progress.
• Conduct regular performance evaluations and provide constructive feedback.
• Ensure smooth daily call center operations by monitoring call volumes and agent availability, adjusting schedules as needed.
• Handle escalated or complex customer issues that frontline agents cannot resolve.
• Analyze call center data and metrics to identify trends and areas for improvement, focusing on KPIs such as average handle time, first call resolution, customer satisfaction, and agent productivity.
• Promote teamwork, motivation, and morale, recognizing exceptional performance and providing development opportunities.
• Support the maintenance and monitoring of the fleet of vehicles, collaborating with the workshop department to ensure safety and reliability.
• Address and resolve transportation-related issues promptly and effectively.

Required Skills and Qualifications:

• Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 10 years of experience in a similar role.
• Proficient in Microsoft Office, CRM, QMS, and other call center software/platforms.
• Strong team management skills, including motivation, coaching, and development abilities.
• Excellent conflict resolution skills for handling escalated customer complaints and team conflicts.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Customer-centric mindset, with professionalism and empathy in handling difficult or irate customers.

Job Overview

• The Manager drives a team of customer-facing agents to provide exceptional service and maintain operational efficiency.
• This role implements strategies for service excellence, staff development, and performance improvement.
• The Manager acts as a liaison between clients and internal teams, providing ongoing feedback and coaching.

Key Responsibilities

1. The Manager leads and motivates the team to foster a positive work environment.
2. They set performance goals and expectations, provide feedback, and coaching to meet targets.
3. The Manager develops and delivers training programs for customer-facing agents.
4. They plan and manage staffing levels, schedules, and workforce allocation.
5. This role implements cost-saving measures while maintaining high-quality service.
6. Staying current with call center technologies and trends is essential.
7. The Manager ensures professional customer interactions and maintains confidentiality.

Requirements:

• A minimum of 2 years of managerial experience in a similar environment.

Why this Role?

This position offers a unique opportunity to lead a team of customer-focused professionals and drive business success through exceptional service delivery.

We Offer:

• A dynamic and supportive work environment
• Opportunities for career growth and development
• A competitive compensation package

As a Front Office Supervisor, you will play a vital role in ensuring the seamless operation of our hotel's reception.

This is an exciting opportunity for a motivated and customer-focused individual to join our team and contribute to delivering exceptional guest experiences.

The successful candidate will possess excellent communication skills, be able to work effectively in a fast-paced environment, and have a passion for delivering high standards of customer service.

• Key Responsibilities:
• Supervise the efficient operation of reception, including check-in and check-out procedures.
• Support team members in handling guest requests and enquiries to ensure a positive outcome is achieved.
• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and/or other departments.
• Demonstrate a high level of customer service at all times.
• Advise team members of any special events or VIP guests in the hotel for events or for general accommodations.
• Understand thoroughly all hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
• Monitor the appearance, standards, and performance of the Front Office Team with an emphasis on training and teamwork.
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
• Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area, and other general product knowledge necessary to perform their duties.
• Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards.
• Act in accordance with fire, health, and safety regulations and follow the correct procedures when required.
• Act in accordance with policies and procedures when working with front-of-house equipment and property management systems.
• Follow and adhere to company brand standards.
• Assist other departments wherever necessary and maintain good working relationships with Team Members.
• Work with your Manager to identify a specific project to complete during your internship placement.

At our hotel, we strive to create remarkable hospitality experiences for our guests. We are committed to providing a warm and welcoming environment that makes our guests feel at home.

Job Title: Guest Services Supervisor

• Process all guest check-ins by verifying guest identity, form of payment, assigning rooms, and activating/issuing room keys.
• Enter Marriott Rewards information.
• Earnrate rates match market codes and document exceptions.
• Secure payment prior to issuing room keys, verify and adjust billing.
• Compile and review daily reports, logs, and contingency lists.
• Complete cashier and closing reports.
• Supply guests with directions and property information.
• Accommodate guest requests, contacting appropriate staff if necessary.
• Follow up to ensure requests have been met.
• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Count and secure bank at beginning and end of shift.
• Obtain manual authorizations and follow all accounting procedures.
• Notify Loss Prevention/Security of any guest reports of theft.

• Assist management in training, evaluating, counseling, motivating, and coaching employees; serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships; support the team to reach common goals; listen and respond appropriately to employee concerns.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to management; complete safety training and certifications.
• Ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge guests; anticipate and address service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Communicate clearly and professionally; prepare and review written documents accurately; answer telephones using appropriate etiquette.
• Ensure adherence to quality standards.
• Enter and locate information using computers/POS systems.
• Stand, sit, or walk for extended periods.
• Lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable duties as requested by supervisors.

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None required.
• Equal Employment Opportunity:
• We are an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive environment.

About Us
The ENTERTAINER is a leading digital company dedicated to adding value for consumers by bringing them the best incentive offers globally. We are a 100 digital datadriven tech company providing firstrate offers across renowned dining leisure entertainment and hotel brands worldwide. The ENTERTAINER has grown with the aim of creating unbeatable value and loyalty everywhere we operate. We believe that experience is everything and thats why we are passionate about creating unforgettable experiences for our customers partners and employees.

As a Customer Service Manager you will

As a Customer Service Manager you will play a pivotal role in shaping and overseeing our customer service operations. Your primary responsibility will be to lead a team committed to delivering exceptional service ensuring customer satisfaction and contributing significantly to the overall success of our organisation.

Leadership & Team Management:

Train and maintain a highperforming customer service team.

Set clear performance expectations and monitor individual and team performance.

Provide ongoing training and development to enhance team skills and knowledge.

Foster a positive and supportive work environment that motivates and empowers team members and embodies the core values of the ENTERTAINER.

Customer Experience:

Develop and implement strategies to improve customer satisfaction and loyalty.

Analyse customer feedback and trends to identify areas for improvement.

Resolve complex customer issues and complaints promptly and effectively.

Monitor key performance indicators to measure customer service performance.

Operational Excellence:

Oversee daily operations including call centre management live chat email support and social media engagement.

Streamline and optimise customer service processes to enhance efficiency and responsiveness.

Implement innovative tools and technologies to improve the overall customer support experience.

Ensure adherence to service level agreements (SLAs) and quality standards.

Collaborate with other departments to ensure seamless customer experiences.

ProblemSolving:

Identify and troubleshoot customer issues and system malfunctions.

Develop and implement solutions to prevent recurring problems.

Analyse data to identify root causes of issues and implement corrective actions.
Customer Advocacy:

Serve as the voice of the customer within the organisation collaborating with other departments to enhance the overall customer experience.

What were looking for

Proven experience in customer service management preferably in a fastpaced environment.

Strong leadership and interpersonal skills.

Excellent written and spoken English is essential. Arabic is a bonus.

Excellent communication and problemsolving abilities.

Proficient in CRM software and customer service tools.

Ability to handle highpressure situations and maintain a positive attitude.

Strong analytical and decisionmaking skills.

A passion for delivering exceptional customer experiences.

What We Offer

Competitive salary and benefits package.

Opportunity to work with a dynamic and innovative company.

Chance to contribute to the growth and success of a wellknown UAE brand.

Required Experience:

Manager

The Customer Service Manager is responsible for overseeing and enhancing the customer service function to ensure exceptional customer experiences. This includes managing a team of customer service representatives, developing strategies to improve service quality, and acting as the primary liaison between the company and its customers. The role is pivotal in driving customer satisfaction, loyalty, and retention.

• Team Leadership and Management
  • Lead, coach, and mentor a team of customer service representatives to meet and exceed performance goals.
  • Train and onboard new team members.
  • Conduct regular performance reviews and provide feedback for professional development.
• Customer Interaction Management
  • Monitor and respond to escalated customer inquiries or complaints.
  • Establish and maintain a high standard of customer service in all interactions.
  • Ensure timely and effective resolution of customer issues to enhance satisfaction.
• Operational Excellence
  • Develop and implement customer service policies, procedures, and standards.
  • Use data analytics to monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), and average resolution time.
  • Identify and address process inefficiencies to improve operational workflows.
• Customer Feedback and Insights
  • Gather and analyze customer feedback to identify trends, pain points, and opportunities for improvement.
  • Collaborate with product, sales, and marketing teams to address customer needs and align business strategies.
  • Create actionable reports on customer feedback and service performance for senior management.
• Technology and Tools
  • Oversee the use of customer service software and tools (e.g., Zoho, helpdesk platforms).
  • Recommend and implement new technologies to enhance customer service capabilities.
• Reputation Management
  • Monitor online reviews, social media platforms, and customer feedback to assess the organization’s reputation.
  • Address negative feedback promptly and professionally to maintain a positive brand image.
  • Collaborate with marketing and PR teams to develop strategies for enhancing the company’s reputation.
• Strategy Development and Execution
  • Develop and execute strategies to improve customer satisfaction and retention.
  • Stay updated on industry trends and best practices to maintain a competitive edge in customer service.
  • Drive initiatives to enhance the overall customer experience and foster brand loyalty.

Education
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Advanced certifications in customer service management (e.g., Certified Customer Experience Professional) are a plus.
• 5+ years of experience in customer service, with at least 2 years in a managerial role.
• Proven track record of improving customer satisfaction and team performance.
• Experience in handling escalations and resolving complex customer issues.

Skills
• Exceptional leadership and team management skills.
• Strong interpersonal and communication abilities, both verbal and written.
• Proficiency in customer service software (e.g., Zoho) and analytics tools.
• Excellent problem-solving and decision-making capabilities.
• Ability to handle high-pressure situations and adapt to changing priorities.

Any Arab National, Any European National, Indian, Jordanian

Female

Vacancy

1 Vacancy

Key Responsibilities include but are not limited to:

• Responsible for day-to-day coordination between registration, admission, discharge/transfer, insurance, financial, and other patient-related services.
• Liaising with patients, families, visitors, and all hospital staff.
• Acting as the patient advocate to ensure maximum customer satisfaction.
• Handling complaints.

2 years of experience as CS AM or DM with UAE hospital experience handling more than 20 team members.

Disclaimer: Naukrigulf.com is only a platform to connect jobseekers and employers. Applicants are advised to independently research the legitimacy of the prospective employer. We do NOT endorse any requests for money payments and strictly advise against sharing personal or bank details. Visit Security Advice for more information. If you suspect fraud or malpractice, email us at

About Aster DM Healthcare Limited: One of the largest private healthcare providers operating in multiple GCC states and emerging in India. With a focus on clinical excellence, we have a strong presence across primary, secondary, tertiary, and quaternary healthcare through our hospitals, clinics, and pharmacies. We employ over 22,000 dedicated staff across our locations, committed to delivering high-quality healthcare services across the "Aster," "Medcare," and "Access" brands. Our mission is to build a healthier tomorrow and elevate healthcare standards.

HR Manager:

Address: Aspect Tower, Executive Tower, D - 3301 Business Bay, P.O Box: 8703, Dubai – UAE