Call Centre Team Leader (Thai + Vietnamese)
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Key skills for this role
About the Role
TopTalent Recruitment Agency is seeking a Team Leader fluent in Thai and Vietnamese to lead a team of customer support/sales agents in Dubai. The role involves coaching, performance management, and handling escalated issues in a fast-paced call center environment.
Key Skills for This Role
Responsibilities
- Lead, coach, and develop a team of customer support/sales agents to achieve KPIs
- Manage day to day operations to ensure service quality and productivity
- Monitor and analyze performance metrics including SLA, AHT, CSAT, and quality scores
- Handle escalated customer issues and ensure timely resolutions
Requirements
- Native/fluent Thai and Vietnamese, both written and spoken
- Fluent English communication skills (B2 level or higher)
- Minimum 2 years of people management experience in a call center, customer support, or BPO environment
- Proven experience managing KPIs and driving team performance
- Bachelor's degree is preferred
Full Job Posting
Job Overview
- Team Leader (Thai + Vietnamese) position in Dubai, United Arab Emirates
- Employment Type: Full time
- Work Model: On site
- Relocation: Fully Sponsored
Duties And Responsibilities
- Lead, coach, and develop a team of customer support/sales agents to achieve and exceed KPIs and business objectives
- Manage day to day operations to ensure service quality, productivity, and operational efficiency
- Monitor and analyze performance metrics, including SLA, AHT, CSAT, and quality scores
- Conduct regular performance reviews, coaching sessions, and development plans
- Support team members in strengthening their communication, problem solving, and customer service skills
- Handle escalated customer issues and ensure timely and effective resolutions
- Drive continuous improvement initiatives to enhance operational performance and customer experience
- Collaborate with internal stakeholders to align team goals with overall business objectives
- Foster a positive, motivating, and high performance team culture
- Ensure compliance with company policies, procedures, and service standards
Requirements
- Native/fluent Thai and Vietnamese, both written and spoken (mandatory)
- Fluent English communication skills (B2 level or higher)
- Minimum 2 years of people management experience within a call center, customer support, or BPO environment
- Proven experience managing KPIs and driving team performance
- Strong leadership, coaching, mentoring, and conflict resolution skills
- Excellent communication and interpersonal abilities
- Ability to thrive in a fast paced, multicultural environment
- Strong organizational, analytical, and multitasking skills
- High level of professionalism, accountability, and integrity
- Bachelor's degree is preferred
Offer
- Full relocation package to Dubai
- Visa and work permit sponsorship
- Flight ticket provided by the company
- Competitive salary and performance based incentives
- Career growth opportunities within a global organization
- International and multicultural work environment
- Modern office facilities in Dubai
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