MenaCalls Contact Center · Erbil · Full-time
Feb 8, 2026
Seeking a Contact Center Team Leader to lead, support, and manage contact center agents, ensuring service excellence and operational efficiency across multiple communication channels.
📢 We Are Hiring – Contact Center Team Leader Company: MenaCalls® Contact Center Location: Erbil Employment Type: Full-Time MenaCalls® is seeking an experienced and motivated Contact Center Team Leader to join our growing operations team. The successful candidate will be responsible for leading, supporting, and driving the performance of contact center agents while ensuring service excellence and operational efficiency. 🔹 Key Responsibilities: Lead, supervise, and motivate a team of contact center agents Monitor daily performance, attendance, adherence, and productivity Ensure KPIs, SLAs, and quality standards are consistently met or exceeded Provide coaching, feedback, and performance improvement plans Handle escalated customer issues professionally and efficiently Coordinate with Quality Assurance, Training, and Management teams Prepare and analyze daily, weekly, and monthly performance reports Ensure compliance with company policies, procedures, and client requirements Support onboarding and training of new agents Maintain high customer service standards across all channels (Calls, Social Media, Email) 🔹 Required Qualifications & Skills: Proven experience as a Team Leader or Supervisor in a Contact Center Strong leadership, communication, and problem-solving skills Ability to manage performance and drive results under pressure Excellent analytical and reporting skills Proficiency in call center systems and Microsoft Office Fluency in Kurdish, Arabic, and English Experience in Banking / Financial Services and Automotive projects is a strong advantage 🔹 What We Offer: Professional and dynamic work environment Career growth and development opportunities Competitive salary and benefits Opportunity to work on high-profile projects 📩 How to Apply: Interested candidates are invited to send their CV with the subject line: “Contact Center Team Leader” to: [email protected]
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