Call Center Team Lead
Role Overview
The Call Centre Manager / Team Lead oversees daily call centre operations, manages customer service representatives and maintains customer experience standards.
The role emphasizes team performance, KPI management, customer escalations and operational efficiency.
Key Skills for This Role
Full Job Posting
Role overview
The Call Centre Manager / Team Lead oversees daily call centre operations, manages customer service representatives and maintains customer experience standards.
The role emphasizes team performance, KPI management, customer escalations and operational efficiency.
Responsibilities
- Oversee daily call centre operations and efficient handling of customer enquiries and service requests.
- Lead, coach and manage agents; monitor productivity, performance and service quality.
- Track call volumes, response times, customer satisfaction and resolution rates.
- Resolve complaints and escalations promptly and effectively.
- Manage schedules, workloads and staffing to maintain operational efficiency.
- Monitor call quality and customer feedback and identify service improvements.
- Develop procedures to improve productivity, customer satisfaction and first-call resolution.
- Prepare performance reports and provide updates to management.
- Maintain accurate customer records and effective use of CRM and call centre systems.
Requirements
- 5–8 years of call centre operations or customer service experience, including 2–3 years in a leadership or supervisory role.
- Proven ability to manage teams, monitor KPIs and drive performance.
- Strong knowledge of call centre metrics, quality assurance and customer service processes.
- Familiarity with CRM systems and call centre platforms.
- Excellent leadership, communication and problem-solving skills.
- Fluency in Arabic and English is essential.
- A bachelor's degree in Business Administration or a related field is preferred.
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