Customer Service Team Leader

Job Description

1. Participate in putting the department’s annual plan with the manager.
2. Participate in setting the annual budget including manpower needs.
3. Set the operational schedule.
4. Follow up on the execution of the set plan.
5. Monitor the team’s KPIs achievements.
6. Assign the responsibility of communication channels to team members.
7. Handle and resolve critical complaints.
8. Alert Manager on any issues that require further escalation or that could affect the business.
9. Update and validate the department’s information documents with the concerned departments and circulate it to the team and the Call Center.
10. Analyze and prepare the monthly Call Center performance report.
11. Analyze and prepare the customer satisfaction report (monthly - quarterly).
12. Participate in preparing the monthly dashboards.
13. Analyze and prepare the team’s performance report.
14. Participate in the staff selection process.
15. Assess the team’s performance and provide the necessary training and coaching to develop their skills.
16. Ensure team’s performance metrics are met and take the necessary corrective actions if needed.

Job Requirements

1. Bachelor’s degree.
2. Minimum 3 years of experience in this field.
3. In case of internal hiring, the employee should have the eligibility requirements for applying and pass all assessment process.