Team Leader - Call Center

SHARAF DG LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A customer service company in Dubai seeks a Team Leader to oversee a team of advisors on social media platforms. The ideal candidate will have a minimum of 3 years of experience in a call center environment, strong communication and leadership skills, and a focus on customer satisfaction. Responsibilities include training the team, monitoring customer interactions, and ensuring objectives are met efficiently. This role is pivotal in delivering an excellent customer experience and requires adept problem-solving and interpersonal abilities.

Qualifications

• Minimum of 3 years of Team Leader experience in a Call Center/Customer care.

Responsibilities

• Lead a team of advisors handling Social Media platforms.
• Monitor social media channels for customer issue resolution.
• Ensure customer-focused service with clear communication.
• Coordinate with call center partners for process excellence.

Skills

Excellent verbal and written communication skills

Excellent telephone etiquette

Strong people and customer focus

Leadership qualities

Strong problem-solving skills

Ability to clearly articulate expectations

Ability to deal with stressful situations

Technical aptitude

Education

Graduate

Customer Service Workshops/IT Diplomas

Job description

Job Summary & Purpose

Ensure a professional and service-oriented work environment by monitoring subordinate performance and taking the necessary actions to motivate when required. Using effective communication skills is expected to liaise and supervise effectively the team. Achieve process SLAs and targets. Team leaders must be well versed in all aspects of reporting, communications technology, and terminology as well as organizational procedures.

Key Performance Areas (KPAs) & Principal Accountabilities

1. Leading a team of advisors handling Social Media platforms which also includes training, coaching, and mentoring them for excellent Customer Experience.
2. Monitoring social media channels for handling and providing end-to-end resolution of E/R/C raised by customers on different SM handles.
3. Ensuring the team is identifying customers’ needs, clarifying information, researching every issue, providing solutions within SLA, and offering support to customers with quality interaction for end-to-end resolution within timelines.
4. Interaction with call center partners and internal team for ensuring process excellence, and coordination.
5. Ensuring customer-focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate.
6. Report generation and circulation as per the requirement.
7. Meets requirements of the job such as adherence to monthly KPI and the ability to multi-task, prioritize, and manage time effectively and introduce new / latest methodology to the process.
8. Ensure SDG data prevention, decorum, and discipline are in line with the requirements of the process.
9. Perform any additional duties as required by the company, including cross-functional coordination with teams such as Marketing, Warehouse, Category Management, and other relevant departments. The role may also involve handling ad-hoc tasks based on business needs.

Requirements

• Experience (Yrs & Field): Minimum of 3 years of Team Leader experience in a Call Center /Customer care
• Educational Qualification: Graduate
• Professional Certifications: Customer Service Workshops/IT Diplomas

Skills & Abilities

• Excellent verbal and written communication skills, Excellent telephone etiquette
• Strong people and customer focus with problem-solving skills
• Leadership qualities, strong team player with good interpersonal skills
• Ability to clearly articulate expectations
• Ability to deal with stressful situationsSkilled computer professional with technical aptitude