Call Center Team Leader
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Key skills for this role
About the Role
We are looking for a Call Center Team Leader to drive team performance, enhance customer satisfaction, and lead a dynamic customer service team. Key Responsibilities: Lead, coach, and motivate a team of call center agents to achieve performance targets.
Key Skills for This Role
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Overview
We are looking for a
Call Center Team Leader
to drive team performance, enhance customer satisfaction, and lead a dynamic customer service team.
Key Responsibilities
✅ Lead, coach, and motivate a team of call center agents to achieve performance targets.
✅ Monitor KPIs, call quality, productivity, and customer satisfaction metrics.
✅ Conduct performance reviews, coaching sessions, and ongoing team development.
✅ Handle escalated customer concerns and ensure timely resolution.
✅ Analyze performance data and identify opportunities for process improvements.
✅ Ensure adherence to operational procedures and service standards.
✅ Collaborate with management to improve service delivery and customer experience.
Requirements
✔ Bachelor's degree in Business Administration or a related field.
Minimum 4 years of experience as a Call Center Team Leader.
✔ Strong leadership, coaching, and people management skills.
✔ Experience managing KPIs such as SLA, AHT, CSAT, Quality, and Productivity.
✔ Excellent communication and problem-solving abilities.
✔ Hands-on experience with CRM and call center systems.
✔ Proficiency in Microsoft Office applications.
✔ Arabic and English communication skills are preferred.
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