Senior Team Leader – Contact Centre Jobs in Qatar 2026 | Commercial Bank Qatar Careers

The successful candidate will play a key role in managing daily contact centre activities, leading customer service teams, and ensuring the highest standards of service delivery.

Job Details

Role Summary

As a Senior Team Leader, you will oversee Contact Centre operations, monitor team performance, handle customer escalations, and ensure service level targets are consistently achieved. The role requires strong leadership abilities, operational management experience, and a commitment to delivering outstanding customer experiences.

Key Responsibilities

Contact Centre Operations

• Manage day-to-day Contact Centre activities and workforce planning.
• Monitor service levels, schedules, and operational performance.
• Ensure customer inquiries and complaints are resolved within agreed timelines.
• Handle escalated customer issues and provide timely solutions.
• Monitor call quality, email communications, social media interactions, and other customer service channels.
• Ensure compliance with operational procedures and service standards.

Team Leadership

• Coach, mentor, and develop Contact Centre agents.
• Conduct performance evaluations and provide constructive feedback.
• Foster a positive and productive work environment.
• Lead team meetings and support employee engagement initiatives.
• Identify training requirements and support career development programs.

Continuous Improvement

• Participate in process enhancement and transformation projects.
• Support system upgrades and User Acceptance Testing (UAT).
• Drive productivity improvements and operational efficiency initiatives.
• Contribute to organizational change and innovation programs.

Reporting & Compliance

• Prepare operational reports and performance analyses.
• Ensure adherence to company policies and regulatory requirements.
• Support quality assurance reviews and audit activities.
• Identify operational risks and implement mitigation measures.

Required Skills

Candidates should possess:

• Strong leadership and people management skills
• Excellent customer service orientation
• Effective communication and interpersonal abilities
• Problem-solving and decision-making capabilities
• Risk awareness and compliance knowledge
• Time management and organizational skills
• Ability to work efficiently under pressure
• Strong attention to detail
• Adaptability and flexibility
• Analytical thinking and strategic planning skills

Preferred Qualifications

• Bachelor's Degree in a business-related discipline.
• Experience in Contact Centre operations or customer service leadership.
• Strong English communication skills.
• Arabic language proficiency is highly desirable.
• Knowledge of local regulations and customer service best practices is an advantage.

Why Join Commercial Bank Qatar?

Commercial Bank Qatar offers employees a dynamic work environment with excellent opportunities for professional growth and career advancement.

Benefits

• Leadership position within a leading banking institution
• Career development and learning opportunities
• Exposure to transformation and innovation projects
• Collaborative and high-performance work culture
• Opportunity to lead and develop talented professionals
• Competitive salary and benefits package

How to Apply

Interested candidates can apply through the official Commercial Bank Qatar careers portal.

Application Process

1. Update your CV with relevant leadership and Contact Centre experience.
2. Review the eligibility requirements carefully.
3. Complete the online application form.
4. Upload your updated CV and supporting documents.
5. Submit your application before the position closes.

Apply Online

Interested candidates can submit their application through the official Commercial Bank Qatar recruitment portal.

Important Notice

⚠️ Job seekers are advised to upload an ATS-friendly CV whenever possible, as many employers use Applicant Tracking Systems (ATS) to shortlist candidates.

Candidates who meet the required qualifications and demonstrate strong leadership capabilities are encouraged to apply and become part of a customer-focused banking team in Qatar.