Call Center Team Leader

Roles and responsibilities

The role holder is responsible to ensure effective customer services satisfaction to Client customers for all branch related walk-in enquires, follow up by leading a team of Customer Care Representatives.
Manage daily customer operations via multiple channels (Calls, e-mails and walk in customer).
Manage customer escalation and complaints on the spot.
Ensure customer satisfaction by supporting the management of all enquires and complaints by Client customers directed at customer service branches.
Overseas records of customer interactions or transactions including but not limited to customer queries, complaints, comments as well as actions taken to resolve issues faced by them.
Works in cooperation with Quality Assurance and Continual Improvement department on maintaining the ISO 9002 certification.
Carries out and ensures the compliance of all activities within the Customer Management Section are in-line with Client health and safety regulations.
Educate customers about organization’s products or services.
Conduct meeting with Managers to discuss about process improvements and issues.
Train customer service staff to deliver high class customer service.

Team Management and Leadership:

Oversee the performance of a team of customer service representatives, ensuring that they meet or exceed call center KPIs (Key Performance Indicators) such as call handling time, customer satisfaction (CSAT), first call resolution (FCR), and service levels.
Set clear performance expectations for team members and regularly review their progress.
Foster a positive and productive work environment by motivating the team and addressing any performance issues.
Coaching and Development:

Provide ongoing coaching and feedback to team members to improve their performance and skills.
Conduct one-on-one meetings with agents to review performance, offer guidance, and set goals for improvement.
Identify training needs and collaborate with HR or training departments to provide the necessary resources for team members.
Monitor and provide feedback on call quality, ensuring agents follow company policies and maintain customer satisfaction.
Monitoring Performance Metrics:

Track and analyze team performance against metrics such as average handle time (AHT), call abandonment rate, customer satisfaction scores, and sales targets (if applicable).
Use performance data to identify trends, spot issues, and implement solutions to improve team efficiency.
Provide regular reports on team performance to higher management and contribute to setting goals for the call center.
Problem-Solving and Escalations:

Act as a point of escalation for complex customer issues that agents are unable to resolve.
Handle customer complaints or difficult situations directly, ensuring that issues are resolved efficiently and in a way that satisfies the customer.
Help agents handle escalated calls or concerns with empathy and professionalism, providing guidance during difficult situations.
Workforce Scheduling and Management:

Create and manage shift schedules for the team to ensure that staffing levels meet call volume demands.
Monitor attendance and address issues such as absenteeism or tardiness, maintaining a balanced workforce.
Ensure that agents take regular breaks, manage their workload effectively, and maintain a healthy work-life balance.

Desired candidate profile

Bachelor’s degree or equivalent in any discipline.
More than 8 years of experience in customer Service and 3 years as same level
Proficient knowledge of customer service, and standard office practices and procedures.
Proficient computer skills.
Proficient standard office equipment skills.
Strong people skills.
Excellent phone etiquette.
Written and Spoken Both English and Arabic is a privilege,
Leadership and People Management:

Strong leadership skills to inspire and motivate a diverse team.
Ability to manage team dynamics, resolve conflicts, and maintain a positive work atmosphere.
Experience in providing clear, actionable feedback and coaching to improve performance.
Communication:

Excellent verbal and written communication skills, especially when providing feedback or managing team meetings.
Ability to communicate effectively with team members, senior management, and customers.
Problem-Solving:

Strong critical thinking and problem-solving skills, particularly when handling escalated customer issues.
Ability to make quick decisions to address operational challenges, customer complaints, or team concerns.
Time Management and Organization:

Ability to juggle multiple responsibilities (scheduling, coaching, monitoring performance, handling escalations) in a fast-paced environment.
Strong organizational skills to manage team schedules, performance reports, and meetings.
Customer Focus:

A customer-centric mindset that ensures the team provides exceptional service and resolves issues in a way that exceeds customer expectations.
Ability to handle customer complaints or escalations professionally, while ensuring that customers feel heard and valued.
Performance Management:

Comfort with using data and performance metrics to assess team performance and make adjustments.
Familiarity with performance management tools or software to track KPIs and generate reports.