Call Centre Team LeadManager

EmiraTalent; Sharjah; On-site; AED 134,000 - 201,000; Full time

Job summary

EmiraTalent is seeking a Call Centre Team Lead/Manager for Sharjah to oversee daily operations, guide a team of call centre agents and site support staff, and ensure service quality targets are met.

You will implement QA programs, coach staff, plan staffing, develop training, and act as a bridge between the client and internal teams to deliver exceptional service while maintaining confidentiality.

Qualifications

• Experience managing a call centre / site support team is preferred.

Responsibilities

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

Skills

Management experience

Job description

Role Objective

NEW JOB Were 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 businesses projects and facilities is looking to speak with Call Centre professionals that are considering a move.

Overseeing and leading the daytoday 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 crossfunctional teams serving as the point of contact for all EPMrelated concerns.

Key Responsibilities/Accountabilities

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

Required Experience

Manager