Job description

Bayut and dubizzle connect millions of users across the seven emirates, and this Team Lead role exists to keep quality and complaints handling sharp as that user base keeps growing. You'll own the end-to-end handling of escalated customer complaints, resolving them quickly and effectively within defined SLAs. Complex or sensitive complaints route through you as the primary point of escalation, coordinating with other departments to reach a fair outcome. Root cause analysis on recurring complaints uncovers the underlying issues, and long-term fixes get recommended once patterns are clear. Every complaint gets logged, categorized and tracked in the system until resolution, with each one reviewed for process or policy improvement. Regular audits of voice, chat and email interactions check adherence to quality standards and Standard Operating Procedures, with corrective action taken where needed. Customer feedback from various touchpoints gets gathered and analyzed to surface common issues and improvement opportunities. Coaching and mentoring quality specialists and customer service representatives sits at the center of your leadership, alongside ongoing training in de-escalation and high-quality interactions. Performance metrics like customer satisfaction scores, first response times and resolution rates get tracked and reported to the Head of Call Center, along with complaint trends and areas for improvement.