Serco
CX Team Leader
- Contract
- Abu Dhabi, United Arab Emirates
- Experience 2 - 5 yrs
- Urgent
Job overview
Date posted
12/07/2025
Location
Abu Dhabi, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Not applicable
Expiration date
26/08/2025
Job description
CX Team Leaders form a core part of the delivery team and will be responsible for team deployment within allocated zones in Abu Dhabi International Airport. The role includes coaching, mentoring, shift planning, performance management, and coordination with internal and external stakeholders. This is a 24/7 shift-based role requiring excellent interpersonal skills and operational oversight.
Required skills
team leadership
shift planning
resource deployment
performance management
reporting
briefing coordination
airport operations
transport operations
security coordination
staff scheduling
administrative tasks
break management
customer service supervision
hospitality operations
retail supervision
Key responsibilities
- Guide, coach, and mentor team members to build successful and high performing teams
- Execute staff deployment plan ensuring all positions are resourced timely and compliantly
- Liaise with client operational team and control centre for optimal resource utilization
- Plan and execute shift plans including break management and redeployment
- Support performance management through reviews, training, and development activities
- Ensure all team members are trained and briefed on role requirements
- Ensure team competency for varied deployment roles
- Support operations team with reporting, briefings, and administrative tasks
- Conduct shift briefings and ensure shift handovers
- Conduct regular meetings with soft services and security teams
Experience & skills
- High School Diploma, GED, or equivalent professional qualification
- Minimum 3 years of experience in relevant industries (Retail, F&B, Hotel, Hospitality)
- Minimum 1 year in a Team Leader role
- Team leadership and management skills
- Knowledge of transport operations and security
