Call Centre Team LeadManager

NEW JOB: WE'RE HIRING! Call Centre TEAM LEAD/MANAGER Sharjah: Our client, a leading IT & Security leader who provides premier management technical and professional services in the fields of Information Technology and Security Systems to help clients successfully manage complex business projects and facilities, is looking to speak with Call Centre professionals that are considering a move.

Role Objective
Overseeing and leading the day-to-day operations to ensure they meet or exceed performance and service quality goals; this role involves managing a team of call centre agents and the Site Support Team. You will be responsible for implementing strategies aimed at enhancing customer service operational efficiency and staff development.
In addition, you will be expected to act as a bridge between the client and internal cross-functional teams serving as the point of contact for all EPM-related concerns.

Key Responsibilities/Accountabilities

1. Lead, mentor, and motivate a call centre and site support team, fostering a positive and productive work environment.
2. Set performance goals and expectations for the team and provide ongoing feedback and coaching to ensure targets are met.
3. Implement quality assurance programs and performance improvement plans to enhance the quality of customer interactions.
4. Plan and manage staffing levels, schedules, and workforce allocation to meet service level agreements (SLA) and operational requirements.
5. Develop and deliver periodic internal training programs for call centre agents focusing on product knowledge, customer service skills, and call handling techniques.
6. Develop and deliver periodic internal training programs for the Site Support Team to enable them to better perform their job onsite.
7. Implement cost-saving measures while maintaining high-quality service.
8. Use data-driven insights to make informed decisions and implement strategies.
9. Stay current with call center technologies and trends to optimize operations.
10. Ensure that all customer interactions are handled professionally and in a manner that consistently delivers exceptional service.
11. Prepare Ad-hoc reports to Management and customers whenever required.
12. Manage and update stock inventory.
13. Work with individuals or teams from different functional areas or departments together to achieve common goals and objectives.
14. Maintain strict confidentiality.
15. Perform additional responsibilities that may be added from time to time depending on organizational requirements.

If this position is of interest, please contact Judy Markon: #callcenterjobs #customerxcon EmiraTalent

Required Experience: Manager