Customer Service Process Lead (Voice)

Fixperts Contracting LLC; Dubai; On-site; AED 167,400 - 279,000; Full time

Job summary

Fixperts Contracting LLC is seeking a proactive Customer Service Process Lead to head the customer service team and ensure an outstanding service delivery in a fast-paced environment. The role focuses on supervising daily operations, optimizing staffing, and coaching staff to elevate performance and quality.

You will monitor KPIs, conduct evaluations, and ensure policy and SOP compliance while driving improvements in processes and systems to enhance the customer experience.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 3–5 years of supervisory experience in a customer service or call center.
• Strong leadership, communication, and problem-solving skills.
• Experience with call center systems (AVAYA) and Microsoft Office.
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Supervise and manage daily customer service operations to ensure 24/7 service excellence.
• Prepare staff schedules and optimize manpower utilization based on business needs.
• Coach, mentor, and train team members to improve performance and service quality.
• Monitor call quality, team productivity, and KPIs.
• Conduct performance evaluations and provide regular feedback.
• Ensure compliance with company policies, SOPs, and quality standards.
• Analyze call center reports and identify opportunities for operational improvement.
• Coordinate with IT and AVAYA support teams to resolve system issues promptly.
• Recommend process improvements and system enhancements to improve customer experience.
• Prepare operational reports and support the Customer Service Manager in achieving departmental goals.

Skills

Leadership

Communication

Problem-solving

Schedule optimization

Coaching

Call center knowledge

Education

Bachelor's degree in Business Administration

Tools

AVAYA

Microsoft Office

Job description

Customer Service Process Lead

We are seeking a proactive and experienced customer service process lead to lead our customer service team and ensure exceptional service delivery in a fast-paced environment.

Key Responsibilities

• Supervise and manage daily customer service operations to ensure 24/7 service excellence.
• Prepare staff schedules and optimize manpower utilization based on business needs.
• Coach, mentor, and train team members to improve performance and service quality.
• Monitor call quality, team productivity, and key performance indicators (KPIs).
• Conduct performance evaluations and provide regular feedback.
• Ensure compliance with company policies, SOPs, and quality standards.
• Analyze call center reports and identify opportunities for operational improvement.
• Coordinate with IT and AVAYA support teams to resolve system issues promptly.
• Recommend process improvements and system enhancements to improve customer experience.
• Prepare operational reports and support the Customer Service Manager in achieving departmental goals.

Qualifications

• Bachelor's degree in Business Administration or a related field.
• 3–5 years of supervisory experience in a customer service or call center environment.
• Strong leadership, communication, and problem‑solving skills.
• Experience with call center systems (e.g., AVAYA) and Microsoft Office.
• Ability to work in a fast‑paced, customer‑focused environment.