Serco
Contact Centre Team Leader (Arabic Speaker)
- Contract
- Abu Dhabi, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 26/04/2026
Job overview
Date posted
12/03/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
26/04/2026
Job description
The Contact Centre Team Leader (Arabic Speaker) at Serco Abu Dhabi is responsible for overseeing all Contact Centre functions supporting the department’s operations at Abu Dhabi Airport. The role focuses on ensuring operational excellence through daily auditing, system checks, and monitoring adherence to Service Levels (SLAs) and Key Performance Indicators (KPIs). The Team Leader manages work order completion on-site, maintains effective filing and documentation systems, and coordinates with internal teams and service providers. Responsibilities include attending management meetings, recording and following up on action items, ensuring compliance with Health and Safety policies, maintaining building plans, recommending system and process improvements, and supporting task scheduling and integration across systems. The position requires working closely with internal and external stakeholders, producing daily and weekly reports, and contributing to operational efficiency, customer experience, and service quality across the Contact Centre.
Required skills
Key responsibilities
- Oversee all Contact Centre operations to ensure adherence to SLAs and KPIs and monitor performance of daily activities.
- Carry out auditing and system checks to ensure issues are captured and actioned within agreed timeframes.
- Maintain effective filing and documentation systems to support department operations and compliance.
- Attend management meetings with service providers, record follow-up actions, and coordinate on outstanding items.
- Ensure compliance with Health and Safety policies and safe working practices across all operations.
- Recommend process and system improvements to enhance service delivery, administration, and efficiency.
- Support task scheduling, system integration, and coordination of departmental operations.
- Produce daily, weekly, and specific reports for management, highlighting performance, progress, and areas for improvement.
Experience & skills
- 4–6 years of experience in a similar role within a call center or contact centre environment.
- University or college degree.
- Experience working with internal and external stakeholders effectively.
- Strong negotiation, presentation, and interpersonal skills.
- Basic project management skills including management of budget, timelines, and resources.
- Organizational, administrative, time-management, and computer skills.
- Advanced proficiency in Microsoft Excel.
- Ability to collaborate across business functions and integrate operations effectively.