Call Center Team Lead & KPI Coach

ADIV Human Resources Consultancies, L.L.C; Sharjah Emirate; On-site; AED 120,000 - 180,000; Full time

Job summary

ADIV Human Resources Consultancies, L.L.C is seeking a Call Center Team Lead to join our client in Sharjah. The ideal candidate will lead and oversee the outsourced call center staff, coaching them to maximize performance, service quality and lead conversion.

Strong customer service, supervision, and leadership experience are essential. Responsibilities include recruiting and onboarding, setting targets, coaching, auditing quality, managing escalations, and reporting on KPIs such as Abandonment,

Qualifications

• 3–5 years of Call Center Team lead experience.
• Tech savvy with telephone equipment and related software.
• Knowledge of performance evaluation procedures.
• Excellent organizational and leadership skills.

Responsibilities

• Recruit and prepare call center representatives to respond to customer enquiries and complaints and to troubleshoot issues.
• Assist in setting lead conversion targets for individuals and teams, and ensure daily KPIs are achieved.
• Onboard and train new call center employees on their KPIs.
• Provide the company's product and service information to agents and team leads by answering questions and offering assistance, and oversee the team leads.
• Audit the work of the quality auditors and provide guidance and feedback for improvement.
• Anticipate escalations and take over calls when needed.
• Identify ways to optimize procedures and keep staff motivated.
• Measure performance against key metrics such as call abandonment rate, calls waiting, average call duration, idle time and average handling time (AHT).
• Ensure adherence to policies and established procedures, including attendance.
• Keep management informed of issues and performance trends affecting the call center and the Quality Assurance team.
• Prepare monthly and annual results and performance reports.

Skills

Team lead

Call center operations

Performance coaching

Leadership skills

Organizational skills

Tools

Telephone equipment

CRM software

Job description

ADIV Human Resources Consultancies, L.L.C is seeking a Call Center Team Lead to join our client in Sharjah. The ideal candidate will lead and oversee the outsourced call center staff, coaching them to maximize performance, service quality and lead conversion.

Strong customer service, supervision, and leadership experience are essential. Responsibilities include recruiting and onboarding, setting targets, coaching, auditing quality, managing escalations, and reporting on KPIs such as Abandonment,