Call Center Team Leader — Elevate Customer Care

Sharjah Islamic Bank; Sharjah; Vor Ort; AED 180.000 - 240.000; Vollzeit

Zusammenfassung

Sharjah Islamic Bank in Sharjah is seeking a Team Leader - Call Center to supervise and motivate agents, manage schedules, and ensure service levels. You will address escalated issues and maintain high customer satisfaction.

Strong leadership, English fluency, and prior contact center experience are essential; Arabic language abilities are preferred. A related Bachelor's or Diploma with formal training is expected.

Qualifikationen

• Bachelor or Diploma or post-Higher secondary Qualification with formal / in house training in contact center operations.
• Minimum 3 years' experience in handling customer queries/complaints in banking or service industry, with at least 1 year in supervision.
• Fluency in spoken and written English; Arabic proficiency preferred.

Aufgaben

• Leads, organizes and supervises the call center agents to ensure efficient operation and high customer satisfaction.
• Monitors attendance, punctuality and operational metrics (call waiting, average handling time, calls per hour).
• Prepares staff schedules through forecasting and traffic prediction; manages shifts and holiday coverage.

Kenntnisse

Fluency in English

Arabic language proficiency (preferred

MS Office

Ausbildung

Bachelor's or Diploma or post-Higher secondary with training in contact center operations

Tools

MS Office

Jobbeschreibung

Sharjah Islamic Bank in Sharjah is seeking a Team Leader - Call Center to supervise and motivate agents, manage schedules, and ensure service levels. You will address escalated issues and maintain high customer satisfaction.

Strong leadership, English fluency, and prior contact center experience are essential; Arabic language abilities are preferred. A related Bachelor's or Diploma with formal training is expected.