Support summary

Relocation support

Explicitly identified in the job description.

Visa sponsorship

Explicitly identified in the job description.

About this role

Team Leader (Thai + Vietnamese)

Location: 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