Call Center Lead
Confidential Company
Posted on 22 Aug
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Experience
5 - 7 Years
Job Location
Education
Bachelor of Business Administration
Nationality
Any Arab National
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
· Supervise and monitor a team of call center agents to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
· Conduct daily briefings, assign tasks, and manage shift schedules.
· Handle escalated customer complaints and ensure timely resolution.
· Monitor call quality and provide coaching and feedback to agents.
· Prepare and analyze performance reports (e.g., call volume, response time, resolution rate).
· Collaborate with other departments to resolve customer issues and improve processes.
· Ensure compliance with internal policies, procedures, and regulatory standards.
· Support the implementation of new systems, scripts, and workflows.
· Conduct training sessions and onboarding for new team members.
· Recommend improvements to enhance customer experience and operational efficiency.
Desired Candidate Profile
Bachelor’s degree in Business Administration, Communications, or a related field.
Certification in Customer Service, Contact Center Management, or CRM systems is a plus.
Minimum 5–7 years of experience in a call center environment.
At least 2 years in a supervisory or team lead role.
Experience in government or semi-government customer service operations is preferred.
Employment Type
- Full Time
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Service
- Call Center Operations
- Problem-Solving
- Support Team Manager
- Communication Skills
- Conflict Resolution
- Operations Supervisor
- Team Leader
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Confidential Company
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