Team Lead-Customer Service

Job Overview

The Customer Service Team Lead (TL) is responsible for frontline execution, people management, and real-time service delivery across voice and digital support channels. The TL ensures agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency. This is a hands-on floor leadership role, focused on daily performance management, coaching, and issue resolution, while feeding insights and operational signals to the CSM.

Company Overview

Astra Tech is a technology company focused on innovation in the technology, information, and internet sectors, based in Dubai, United Arab Emirates.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-Time
• Qualifications: None
• Experience: 5 Year+

Key Responsibilities

• Manage real-time queues across voice, tickets, email, and in-app support.
• Monitor SLA adherence, backlog, ageing, and abandonment at a team level.
• Track individual agent KPIs including AHT, FCR, CSAT, Productivity / utilization, and Adherence.
• Ensure agents follow approved scripts and tone guidelines, escalation protocols, and compliance requirements.
• Identify repeat issues and customer pain points observed on the floor.
• Create a supportive, accountable team environment.

Requirements

• Experience as a Team Lead / Senior Agent in a high-volume call centre or digital support environment.
• Strong understanding of queue-based operations.
• Hands-on experience with CRM/ticketing systems.
• Ability to coach agents and manage performance conversations.
• Comfortable working in fast-paced, regulated environments.

Benefits

• Opportunities for professional development and career growth.
• Work in a collaborative and innovative environment.
• Exposure to diverse technologies and projects.
• Competitive compensation and benefits package.
• Be part of a leading technology company in the UAE.