Call Centre Team LeadManager

EmiraTalent; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a Call Centre Team Lead/Manager to oversee daily operations in Sharjah. This dynamic role involves leading a dedicated team, ensuring exceptional service quality, and implementing strategies for operational efficiency. You will be responsible for mentoring staff, setting performance goals, and delivering training programs to enhance customer service skills. If you are passionate about leading teams and improving service quality in a fast-paced environment, this opportunity could be your next career move. Join a forward-thinking organization that values innovation and excellence in customer service.

Qualifications

• Proven experience in managing call center operations and teams.
• Strong knowledge of customer service principles and practices.

Responsibilities

• Lead and motivate a call center team to achieve performance goals.
• Implement training programs to enhance staff skills and service quality.
• Use data-driven insights to optimize call center operations.

Skills

Team Leadership

Customer Service Skills

Performance Management

Training and Development

Data Analysis

Education

Bachelor's Degree in Business or related field

Job description

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