Team Leader (English and Gulf Arabic)

About the role The Team Leader runs a bilingual guest service team for a leading global hospitality and travel booking platform, delivered from the Corpshore Samarkand site. You lead a team of English and Gulf Arabic agents across voice, email, and live chat, own the client service levels every day, coach your people, and keep a 24/7 operation running smoothly. Arabic capability is central, as most guest contacts on this program are in Arabic. What you will do - Lead a team of bilingual guest service agents in daily delivery across voice, email, and live chat. - Own client service levels including schedule adherence, login adherence, quality, CSAT, shrinkage, abandoned calls, and AHT and FRT targets. - Run daily huddles, monitor real time performance, and manage staffing and shift coverage for a 24/7 operation. - Coach agents through quality feedback, side by side support, and development plans. - Handle escalations, complaints, and service recovery, and coordinate with properties and the client. - Own team attendance, engagement, and attrition, and support new hires through ramp up. - Contribute to daily reporting, weekly reviews, and monthly business reviews. What we are looking for - At least 2 years of contact center experience, with at least 1 year as a team lead, senior agent, or supervisor. Hospitality or travel experience preferred. - Gulf Arabic and English, both at B2 or above on the CEFR scale. Arabic is a core requirement. - Track record of hitting service level and quality targets and developing people. - Comfortable with workforce scheduling and real time performance management. - Bachelor degree preferred. - Eligible to work in Uzbekistan. Diaspora and relocation candidates with the language skills are welcome. - Willing to work rotating 24/7 shifts including nights, weekends, and public holidays. - Calm under pressure, fair, and a strong communicator and coach. What we offer - Competitive Samarkand compensation for frontline leadership. - Performance bonus tied to team service levels, quality, and attrition. - Full benefits including health coverage and IT Park resident wage protections. - Structured leadership development and a path to Operations roles. - Modern workspace in the Corpshore Samarkand delivery center. Location and engagement Samarkand, Uzbekistan. Full time employee on an indefinite contract under Uzbekistan labor law. Reports to the Operations Manager. Pre-employment screening Offers are conditional on screening including a criminal background check through the Ministry of Internal Affairs of the Republic of Uzbekistan, education and employment verification, identity and right to work checks, and drug screening. Candidates with prior criminal convictions are not eligible.