Call Center Team Leader
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Key skills for this role
About the Role
We are seeking an experienced Call Center Team Leader to drive team performance and enhance customer satisfaction in Abu Dhabi. The role involves leading a team of agents, monitoring KPIs, handling escalations, and collaborating with management to improve service delivery.
Key Skills for This Role
Responsibilities
- Lead, coach, and motivate a team of call center agents to achieve performance targets
- Monitor KPIs, call quality, productivity, and customer satisfaction metrics
- Conduct performance reviews, coaching sessions, and ongoing team development
- Handle escalated customer concerns and ensure timely resolution
- Analyze performance data and identify opportunities for process improvements
- Ensure adherence to operational procedures and service standards
- Collaborate with management to improve service delivery and customer experience
Requirements
- Bachelor's degree in Business Administration or related field
- Minimum 4 years of experience as a Call Center Team Leader
- Strong leadership, coaching, and people management skills
- Experience managing KPIs such as SLA, AHT, CSAT, Quality, and Productivity
- Excellent communication and problem solving abilities
- Hands on experience with CRM and call center systems
- Proficiency in Microsoft Office applications
- Arabic and English communication skills preferred
Full Job Posting
Overview
- We are looking for a Call Center Team Leader to drive team performance, enhance customer satisfaction, and lead a dynamic customer service team.
Key Responsibilities
- Lead, coach, and motivate a team of call center agents to achieve performance targets.
- Monitor KPIs, call quality, productivity, and customer satisfaction metrics.
- Conduct performance reviews, coaching sessions, and ongoing team development.
- Handle escalated customer concerns and ensure timely resolution.
- Analyze performance data and identify opportunities for process improvements.
- Ensure adherence to operational procedures and service standards.
- Collaborate with management to improve service delivery and customer experience.
Requirements
- Bachelor's degree in Business Administration or a related field.
- Minimum 4 years of experience as a Call Center Team Leader.
- Strong leadership, coaching, and people management skills.
- Experience managing KPIs such as SLA, AHT, CSAT, Quality, and Productivity.
- Excellent communication and problem solving abilities.
- Hands on experience with CRM and call center systems.
- Proficiency in Microsoft Office applications.
- Arabic and English communication skills are preferred.
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