Call Center Team Lead
Role Overview
A corporate service provider is seeking a Call Center Team Lead to oversee staff at its outsourced call center in Sharjah.
The role focuses on coaching and feedback to improve performance, service quality, and lead conversion.
Key Skills for This Role
Full Job Posting
Role overview
A corporate service provider is seeking a Call Center Team Lead to oversee staff at its outsourced call center in Sharjah.
The role focuses on coaching and feedback to improve performance, service quality, and lead conversion.
Responsibilities
- Recruit and prepare representatives to handle customer enquiries and complaints and troubleshoot issues.
- Assist in setting individual and team lead conversion targets and ensure daily KPIs are achieved.
- Onboard and train employees on their KPIs; provide product and service information and support to agents and team leads.
- Oversee team leads, audit quality auditors' work, and provide guidance and feedback.
- Anticipate escalations and take over calls when needed.
- Optimize procedures and keep staff motivated.
- Monitor abandonment rate, calls waiting, average call duration, idle time, and average handling time.
- Ensure adherence to policies, procedures, and attendance requirements.
- Report issues and performance trends affecting the call center and Quality Assurance team to management.
- Prepare monthly and annual results and performance reports.
Qualifications
- 3–5 years of Call Center Team Lead experience.
- Technology savvy, with knowledge of telephone equipment and relevant computer programs.
- Knowledge of performance evaluation procedures.
- Outstanding communication and negotiation skills.
- Excellent organizational and leadership skills.
- Customer service and supervisory experience.
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