Call Center Team Leader

Role Overview

We are looking for a seasoned Call Center Team Leader to oversee and guide a team of call center agents, ensuring they achieve high performance and deliver exceptional customer service. This leadership position requires managing escalated issues, coaching staff, and driving ongoing improvements through monitoring and training.

Key Responsibilities

• Manage and support the call center team to meet performance goals and provide outstanding customer interactions.
• Serve as the main contact for resolving complex customer complaints and queries promptly and satisfactorily.
• Track and review team performance via call center monitoring tools; prepare comprehensive reports for management.
• Offer coaching, mentorship, and constructive feedback to improve individual and team effectiveness.
• Lead regular team meetings, training workshops, and sessions aimed at filling skill gaps and communicating updates.
• Create and nurture a positive work environment focused on customer satisfaction and continuous enhancement.
• Use data-driven insights to refine workflows and bolster service quality.

Essential Qualifications

• A minimum of 1 year experience in a call center team leadership role.
• Expertise in using call center software for monitoring, reporting, and analyzing performance metrics.
• Comprehensive understanding of Call Center KPIs.
• Fluent in both Arabic and English, with strong verbal and written skills in both languages.
• Exceptional communication, leadership abilities, and problem-solving skills.
• Competence in interpreting data and metrics to inform strategic decisions and boost team output.
• Proven ability to conduct effective performance assessments and deliver coaching.