Call Center Team Lead: Inspire, Coach & Drive CX

Dicetek LLC; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A dynamic customer service provider in Dubai is seeking a Call Center Team Lead to oversee operations and lead agents to achieve performance targets. The ideal candidate should possess excellent communication and leadership skills, along with a strong understanding of call center operations. Responsibilities include managing agent performance, handling escalated issues, and implementing strategies for customer satisfaction.

Qualifications

• Proven track record in managing a team of call center agents.
• Ability to analyze call center data to identify trends.
• Experience in providing training and support to team members.

Responsibilities

• Supervise and manage a team of call center agents.
• Monitor and evaluate agent performance, providing feedback.
• Handle escalated customer issues and implement strategies.

Skills

Excellent communication skills

Leadership skills

Understanding of call center operations

Ability to work in a fast-paced environment

Job description

We are looking for a dedicated and experienced Call Center Team Lead to join our dynamic customer service team. The ideal candidate will have a proven track record in managing and leading a team of call center agents to achieve and exceed performance targets. As a Call Center Team Lead, you will be responsible for overseeing the daily operations of the call center, ensuring that all agents are meeting their performance metrics, and providing ongoing training and support to enhance their skills. You will also be responsible for handling escalated customer issues, analyzing call center data to identify trends and areas for improvement, and implementing strategies to improve overall customer satisfaction. The successful candidate will possess excellent communication and leadership skills, a strong understanding of call center operations, and the ability to work in a fast-paced environment. If you are passionate about customer service and have the skills to lead a team to success, we would love to hear from you.

Responsibilities

• Supervise and manage a team of call center agents.
• Monitor and evaluate agent performance, providing feedback and coaching as needed.
• Handle escalated customer issues and complaints.
• Analyze call center data to identify trends and areas for improvement.
• Develop and implement strategies to improve customer satisfaction and agent performance.
• Conduct regular team meetings to communicate updates and address any concerns.
• Ensure that all agents are meeting performance metrics and targets.
• Provide ongoing training and support to agents to enhance their skills.
• Collaborate with other departments to resolve customer issues and improve processes.
• Maintain a positive and motivating work environment for the team.
• Prepare and present performance reports to management.
• Assist in the recruitment and onboarding of new call center agents.
• Ensure compliance with company policies and procedures.