Call Center Team Lead
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
As a Call Center Team Lead, you will lead and develop a team of insurance sales agents, driving sales performance, service quality, and operational excellence. We re looking for.
Key Skills for This Role
Responsibilities
- Monitor daily team performance and operational discipline to achieve KPIs
- Manage call quality improvement cycle: review calls, identify gaps, provide feedback, track progress
- Analyze team performance data to highlight trends and define improvement actions
- Ensure compliance with call center procedures, quality standards, and authority matrix
- Handle escalated customer cases and coordinate approvals for exceptions
- Support rollout and adoption of new processes and tools
- Contribute to onboarding and development of new agents
- Run daily stand ups and provide weekly performance report to Sales Manager
Requirements
- Experience leading a call center team, preferably in insurance sales
- Strong coaching and feedback skills
- Ability to analyze performance data and identify trends
- Knowledge of call center procedures and quality standards
Full Job Posting
Overview
- As a Call Center Team Lead, you will lead and develop a team of insurance sales agents, driving sales performance, service quality, and operational excellence.
- We're looking for a hands on leader who builds a culture of accountability and continuous improvement through coaching, data driven decision making, and a customer first approach.
Responsibilities
- Monitor daily team performance and operational discipline to ensure achievement of individual and team KPIs
- Manage the call quality improvement cycle by reviewing calls, identifying performance gaps, providing structured feedback, and tracking progress
- Analyze team performance data to highlight trends and define improvement actions
- Ensure compliance with call center procedures, quality standards, and the defined authority matrix
- Handle escalated customer cases and coordinate approvals for non standard terms or exceptions
- Support the rollout and adoption of new processes and tools
- Contribute to the onboarding and development of new agents
- Run daily stand ups and provide the Sales Manager with a structured weekly performance report
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at QIC digital hub
Social Media Manager
Doha, QAT
QIC digital hub is seeking a Social Media Manager in Doha, Qatar to execute social media strategy and coordinate internal and external teams. The role requires managing day-to-day social media activities and collaboratin
QA Backend Tech Lead
Doha, QAT
Drive quality assurance strategy for backend services, lead testing of microservices and APIs, and enhance automation frameworks and performance testing.
Communication Designer
Doha, QAT
We are searching for a Communication Designer to support our marketing, brand communication, and other creative initiatives. Responsibilities Develop elements for marketing and ...
Jira Administrator
Doha, QAT
About the position As a Jira Administrator, you will join the Infrastructure team to own and continuously improve Jira across the QIC digital hub. You'll work closely with Produ...
Senior HR Business Partner
Doha, QAT
QIC digital hub is looking for a Senior HR Business Partner to support a fast-scaling product company with stream teams across Car, Travel, Medical, and Home. The role involves designing HR policies for distributed produ
Middle CRM Analyst
Doha, QAT
About the position As a Middle CRM Analyst, you ll join the Data Team to turn customer and product data into actionable insights that drive product and marketing decisions. Work...
Venture Partner
Qatar, QAT
As a Venture Partner, you will join the Strategy team to evaluate QIC ecosystem, identify capability gaps, and drive build-or-buy decisions that accelerate our growth. The QIC S...
iOS Developer (Car Market team)
Doha, QAT
Develop and enhance iOS applications for a car marketplace, focusing on feature creation, performance improvement, and collaboration with teams using Swift and SwiftUI.
Social Media Manager
Doha, QAT
QA Backend Tech Lead
Doha, QAT
Communication Designer
Doha, QAT
Jira Administrator
Doha, QAT
Senior HR Business Partner
Doha, QAT
Middle CRM Analyst
Doha, QAT
Venture Partner
Qatar, QAT
iOS Developer (Car Market team)
Doha, QAT