Call Center Agent - Team Lead

About Us

Welcome to Battmobile, UAE’s leading onsite auto services provider with a fleet of over 40 vehicles and technicians available 24x7. We take pride in being the number one onsite auto services provider in the UAE, serving over 150,000 happy customers. Our services include emergency and preventive car care at customers' locations and at our service center in Al Quoz.

Job Summary

Battmobile is looking for an experienced Call Center Team Lead to lead and support our Call Center team. The Team Lead will be responsible for managing daily call center operations, monitoring agent performance, coaching team members, handling escalated customer concerns, and ensuring excellent customer service.

The ideal candidate should have strong call center experience, proven leadership skills, a customer-first mindset, and the ability to work in a fast-paced, target-driven environment.

What You’ll Do

• Lead, supervise, and support a team of Call Center Agents in their daily operations.
• Monitor team performance against key KPIs such as conversion rate, call handling time, response time, productivity, and customer satisfaction.
• Conduct regular call monitoring and provide constructive feedback and coaching to agents.
• Assist agents with difficult calls, customer complaints, and escalations.
• Ensure customer inquiries and service requests are handled accurately and efficiently.
• Monitor and improve the quality of customer interactions and ensure company standards are followed.
• Conduct daily team briefings and communicate targets, operational updates, and important information.
• Support the training and onboarding of new Call Center Agents.
• Identify individual and team training gaps and work with management/HR to address them.
• Coordinate closely with the Dispatch and Operations teams to ensure smooth handling of customer requests.
• Monitor follow-ups and ensure pending customer requests are properly tracked and resolved.
• Prepare and share daily/weekly team performance reports with management.
• Monitor attendance, punctuality, productivity, and adherence to company procedures.
• Motivate the team to achieve targets while maintaining a positive and professional work environment.
• Identify operational challenges and suggest practical improvements to increase efficiency and customer satisfaction.

What We’re Looking For

• High school diploma or higher.
• 3+ years of experience in a call center or customer service environment.
• Previous experience as a Call Center Team Lead, Senior Call Center Agent, or similar supervisory role is preferred.
• Strong understanding of call center KPIs, performance monitoring, and customer service standards.
• Proven ability to coach, motivate, and manage a team.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution skills.
• Ability to handle customer escalations professionally and calmly.
• Experience working with CRM/call center systems; Zoho experience is an advantage.
• Strong reporting and basic MS Office skills.
• Ability to work under pressure in a fast-paced, target-driven environment.
• UAE experience is preferred.
• Automotive/service industry experience will be an added advantage.

Key Skills

• Team Leadership & People Management
• Call Center Operations
• Customer Service & Customer Experience
• KPI & Performance Management
• Call Quality Monitoring
• Coaching & Training
• Complaint & Escalation Handling
• Problem Solving
• Communication & Interpersonal Skills
• Reporting & Documentation
• Target Achievement

Perks & Benefits

• Target-Based Incentives
• Company Visa
• Paid Annual Leave
• Medical Insurance

Shift-based work (includes weekends/evenings on rotation)

How to Apply

If you have strong call center experience and are ready to take the next step into a leadership role, we invite you to apply by sending your resume and a cover letter detailing your relevant experience to recruiter@battmobile.ae.

Please include “Call Center Team Lead” in the subject line of your email.

Work Location: In person