Call Center Team Leader (Inbound)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Lead and manage inbound customer service operations, ensuring performance targets are met while providing excellent customer service and team leadership.
Key Skills for This Role
Responsibilities
- Lead, motivate, and manage a team of Call Center Agents
- Monitor daily operations to ensure service levels and operational targets are achieved
- Conduct regular coaching sessions, team briefings, and performance reviews
- Handle customer escalations and support complex case resolution
- Ensure adherence to company policies, procedures, and quality standards
- Monitor attendance, productivity, and workforce utilization
- Prepare operational reports and performance dashboards
- Identify training needs and implement continuous improvement initiatives
- Collaborate with stakeholders to improve customer experience and operational efficiency
Requirements
- Minimum 5 years of experience as a Call Center Team Leader in Qatar
- Proven experience managing inbound call center operations
- Fluent in Arabic and English (Speaking, Reading, and Writing)
- Strong leadership, coaching, and people management skills
- Experience in performance management, customer service excellence, and operational reporting
- Bachelor's Degree preferred
- Must be currently based in Qatar
Full Job Posting
Job Overview
- We are seeking an experienced Call Center Team Leader to oversee inbound customer service operations and lead a team of customer service agents in a fast paced environment.
Key Responsibilities
- Lead, motivate, and manage a team of Call Center Agents
- Monitor daily operations to ensure service levels and operational targets are achieved
- Conduct regular coaching sessions, team briefings, and performance reviews
- Handle customer escalations and support complex case resolution
- Ensure adherence to company policies, procedures, and quality standards
- Monitor attendance, productivity, and workforce utilization
- Prepare operational reports and performance dashboards
- Identify training needs and implement continuous improvement initiatives
- Collaborate with stakeholders to improve customer experience and operational efficiency
Key Performance Indicators (KPIs)
- Service Level Achievement (%)
- Average Speed of Answer (ASA)
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction Score (CSAT)
- Quality Assurance (QA) Score
- Call Abandonment Rate
- Agent Productivity Rate
- Schedule Adherence
- Team Attendance & Attrition Control
- Escalation Resolution Time
- Complaint Resolution Rate
Key Result Areas (KRAs)
- Achievement of operational and service targets
- Team performance management and development
- Customer satisfaction and service quality improvement
- Effective escalation and complaint management
- Workforce optimization and resource utilization
- Compliance with SLAs and internal policies
- Continuous process improvement and operational excellence
Key Requirements
- Minimum 5 years of experience as a Call Center Team Leader in Qatar
- Proven experience managing inbound call center operations
- Fluent in Arabic and English (Speaking, Reading, and Writing)
- Strong leadership, coaching, and people management skills
- Experience in performance management, customer service excellence, and operational reporting
- Bachelor's Degree preferred
- Must be currently based in Qatar
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 Confidential Company
Electrical Eplan Design Engineers
Abu Dhabi, UAE
Design LV switchgear and control panels using EPLAN Electric P8. Prepare electrical schematics, single-line diagrams (SLD), multi-line diagrams, wiring diagrams, and control cir...
Civil Inspector
Abu Dhabi, UAE
Mirage is currently looking for a Civil Inspector to join our team for a high-profile project based in Abu Dhabi or Dubai. This is a fantastic opportunity to be part of a dynami...
Senior wet utilities / hydraulic engineer
Abu Dhabi, UAE
Technical leadership, review, and coordination of water transmission/distribution pipelines, pumping stations, storage reservoirs, and water distribution systems, including larg...
Forklift Operator
Dubai, UAE
Safely operate forklifts to transport materials within the warehouse, ensuring efficient loading and unloading procedures. Conduct pre-operational checks on equipment to identif...
Senior Project Engineer - E & I
Abu Dhabi, UAE
Designation: Senior Project Engineer E & I Duties and Responsibilities Handling the projects right from the award through the execution till close out & handing over. Review & a...
Junior Accountant cum Admin
Dubai, UAE
Manage and process accounts payable, ensuring timely and accurate vendor payments, including invoice verification and reconciliation. Handle accounts receivable, including invoi...
Product Graphic Designer
Sharjah, UAE
Design and develop product packaging, labels, and artwork in accordance with brand standards and regulatory requirements. Create brochures, catalogues, flyers, technical data sh...
Senior QAQC Engineer
Dubai, UAE
Develop and implement comprehensive QAQC plans that align with project specifications and industry standards. Conduct detailed inspections and audits of materials, processes, an...
Electrical Eplan Design Engineers
Abu Dhabi, UAE
Civil Inspector
Abu Dhabi, UAE
Senior wet utilities / hydraulic engineer
Abu Dhabi, UAE
Forklift Operator
Dubai, UAE
Senior Project Engineer - E & I
Abu Dhabi, UAE
Junior Accountant cum Admin
Dubai, UAE
Product Graphic Designer
Sharjah, UAE
Senior QAQC Engineer
Dubai, UAE