Call Center Team Leader (Inbound)
Lead and manage inbound customer service operations, ensuring performance targets are met while providing excellent customer service and team leadership.
Skills
About This Role
Overview
We are seeking an experienced Call Center Team Leader to oversee inbound customer service operations and lead a team of customer service agents in a fast-paced environment.
Key Responsibilities
- Lead, motivate, and manage a team of Call Center Agents
- - Monitor daily operations to ensure service levels and operational targets are achieved
- - Conduct regular coaching sessions, team briefings, and performance reviews
- - Handle customer escalations and support complex case resolution
- - Ensure adherence to company policies, procedures, and quality standards
- - Monitor attendance, productivity, and workforce utilization
- - Prepare operational reports and performance dashboards
- - Identify training needs and implement continuous improvement initiatives
- - Collaborate with stakeholders to improve customer experience and operational efficiency
• Service Level Achievement (%)
- - Average Speed of Answer (ASA)
Key Result Areas (KRAs)
- Achievement of operational and service targets
- - Team performance management and development
- - Customer satisfaction and service quality improvement
- - Effective escalation and complaint management
- - Workforce optimization and resource utilization
- - Compliance with SLAs and internal policies
- - Continuous process improvement and operational excellence
- Key Requirements:
- Minimum 5 years of experience as a Call Center Team Leader in Qatar
- Proven experience managing inbound call center operations
- Fluent in Arabic and English (Speaking, Reading, and Writing)
- Strong leadership, coaching, and people management skills
- Experience in performance management, customer service excellence, and operational reporting
- Bachelor's Degree preferred
- Must be currently based in Qatar
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