Customer Service Team Leader

Position Overview

We are looking for a skilled Call Center Team Leader to manage and lead a group of call center agents. The role focuses on maintaining high operational standards, boosting team productivity, and delivering outstanding customer service. Responsibilities include handling escalated issues, mentoring agents, and promoting ongoing enhancements by tracking performance and facilitating training.

Core Duties

• Lead and support call center agents to meet and exceed performance goals while ensuring quality customer interactions.
• Serve as the primary contact for resolving complex customer complaints and inquiries promptly and efficiently.
• Utilize call center software to oversee team performance, monitor key metrics, and compile management reports.
• Provide regular coaching and feedback to aid professional growth and improve team output.
• Organize frequent team meetings, training workshops, and briefings to close skill gaps and introduce policy changes.
• Build a motivating and performance-driven environment centered on customer satisfaction and continuous advancement.
• Leverage data to streamline processes and enhance service delivery effectiveness.

Qualifications

• At least two years of experience in a customer service or call center role, preferably with leadership duties.
• Strong familiarity with call center management tools and techniques for performance analysis and reporting.
• Comprehensive understanding of call center KPIs.
• Fluency in both Arabic and English, written and verbal.
• Excellent communication, leadership capabilities, and problem-solving skills.
• Competence in interpreting data to inform decision-making and optimize results.
• Proven track record in conducting performance reviews and coaching teams for better efficiency.