Contact Center Team Leader
Posted Updated
Description
Job Scope:
Produce regular activity reports for Supervisors and Managers in addition to spotting and addressing issues on behalf of his/her Supervisor, whenever a Supervisor is not present. Motivate agents and make sure that rules of conduct are adhered.
Main Responsibilities:
- Responsible to meet all agreed to SLAs and performance parameters.
- Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.
- Identify areas of concern and under performance and take corrective measures.
- Foster team member development through motivation and ensuring career advancements.
- Provide hands on assistance, share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring.
- Organize, supervise and evaluate the work of assigned staff
- Manage the operations staff daily activities to ensure overall performance and quality objectives are met.
- Develop strong relationship with clients Follow up and assure that the providing service to is meeting their expectations.
- Handle customer complaint calls and ensure that they are resolved.
- Monitor the submitted agents’ attendance, leaves and vacations reports.
- Set the clients expectation and follow up on their requirements.
Qualifications & Skills:
- Leadership skills.
- Time management skills.
- Handle problems quickly and efficiently.
- Depth knowledge in contact center KPI.
- Microsoft office (Microsoft Word, excel, Outlook and PowerPoint).
- Very good verbal and communication skills.
- Experience in handling complex situations.
- Team spirit, an outspoken team player.
- A high sense of responsibility and a keen eye for details.
- Excellent influencing skills.
- Ability to work under pressure.
- Patience.
- Strong verbal and written communication skills in both Arabic and English Language.
Minimum Requirements:
- Bachelor's Degree in Marketing or any other related field.
- 3+ years of experience.
- Training in Customer Relation Management or any related training is a plus.
- Fluency in English and Arabic.