FX Retention 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 or Vietnamese, both written and spoken (mandatory).
• Fluent English communication skills (B2 level or higher).
• Minimum 2 years of people management experience within FX Sales call centre.
• 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.

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.