Customer Operations Team Lead

The organisation

A UAE telecoms operator with a customer-operations centre in Ras Al Khaimah. This Talent Cloud role leads a team on the floor: service levels, coaching, and the exceptions that get stuck.

The work

• Lead a customer-operations team against agreed service levels.
• Coach, roster and handle the people issues that come with a floor.
• Escalate the cases that need a decision, and close the ones that do not.
• Feed product and process teams with what is actually failing for customers.
• Keep quality and conduct where they need to be.

Who we are looking for

• UAE National.
• Team-lead or senior agent experience in telecoms, utilities or another high-volume operation.
• Calm under volume. Direct with the team, clear with the numbers.
• Arabic and English. Based in, or willing to be in, Ras Al Khaimah.

What is on offer

Permanent Talent Cloud role, AED 18,000 to 22,000, Ras Al Khaimah. A lead seat, not a rotation through the floor.