Senior Call Centre Team Lead — Elevate CX & Operations

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

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.