Senior Customer Service Agent

Abu DhabiOn-site2–5 yrsFull-time

Responsibilities

The Team Lead manages real-time service delivery across voice and digital channels while overseeing agent performance and quality standards. They act as the first point of escalation for complex cases and provide operational insights to the CSM to improve processes.

Requirements

Candidates must have experience as a Team Lead or Senior Agent in a high-volume call center or digital support environment. Experience in fintech, banking, or financial services is highly desirable.

Key skills

People ManagementPerformance ManagementQueue ManagementCoachingSLA MonitoringCRM ProficiencyCustomer ExperienceConflict ResolutionQuality AssuranceCompliance MonitoringKPI TrackingRoot Cause Analysis

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