Call Center Team Leader

Role overview

Outbound sales and calling

• Personally handle outbound calls for birthday parties, memberships, and seasonal promotions across the company brands.
• Qualify leads, handle objections, and convert enquiries into confirmed bookings and membership sign-ups.
• Record every call outcome accurately and promptly in the CRM or call system.

Team management and training

• Lead, motivate, and manage the day-to-day performance of the outbound call center team.
• Train agents on outbound calling, sales scripts, objection handling, and product and brand knowledge.
• Monitor call quality, provide coaching feedback, set targets, manage underperformance, and roster shifts.

Reporting and coordination

• Prepare daily, weekly, and monthly reports covering calls, connections, conversions, revenue, trends, ratios, and campaign performance.
• Track team and individual KPIs and recommend improvements to outbound performance.
• Coordinate outbound campaigns with Marketing and Centre teams and maintain scripts, call logs, and campaign documentation.

Experience requirements

• Minimum five years of outbound call center experience with a proven record of outbound sales or conversion success.
• Prior experience in a team leader or supervisory role managing outbound call center agents is highly desirable.
• Prior experience in airlines, travel, or hospitality is strongly preferred.

Skills and competencies

• Strong outbound sales, persuasion, training, coaching, team motivation, and analytical reporting skills.
• Excellent verbal communication and telephone etiquette.
• Working knowledge of CRM or call center systems and Microsoft Excel or Office tools.
• Ability to work in an organized, target-driven manner under pressure during seasonal peaks.

Language and education

• Fluency in English and Arabic, spoken and written, is mandatory.
• Bachelor’s degree or equivalent is required.
• Additional certification in sales, customer service, or call center management is an advantage.

Compensation

• Pay is AED 6,000 to AED 7,000 per month.

Workplace

• Work location is in person.