Team Leader/Subject Matter Expert - Contact Center

Concentrix Corporation; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the BPO industry is seeking a Contact Centre Team Leader to manage and motivate a team of customer service advisors. The role involves ensuring excellent service delivery, coaching team members, and maintaining metrics performance. Ideal candidates will have strong bilingual communication skills and a passion for delivering outstanding service.

Qualifications

• 1+ years of experience in Customer Service, exceeding metrics.
• Bilingual English (B2+ level) and native Arabic speaker.
• Proficient with technology and software applications.

Responsibilities

• Lead and support a team of 15+ advisors to ensure customer service excellence.
• Manage performance metrics and coaching staff for success.
• Strengthen relationships with client representatives.

Skills

Customer Service

Communication

Team Leadership

Problem Solving

Bilingual (English & Arabic)

Education

Graduate preferred

Job description

Job Description

As a Contact Centre Team Leader, you ll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.

Job Title:

Team Leader/Subject Matter Expert - Contact Center

Job Description

As a Contact Centre Team Leader, you ll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.

ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES

Manage the daily operations and admin as assigned but not limited to

• Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
• Actively involved on client calls and ensuring that updates are timely communicated to the team.
• Working with colleagues to effectively run the Contact Centre operation.
• Interviewing and hiring of appropriate candidates, as needed.
• Preparing reports and analyze data to self-understand and assist in management decisions.

Lead and motivate the team

• Providing supervision and motivation of staff to foster competitive performance.
• Ensuring efficient and productive handling of inbound call volumes.
• Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
• Maintaining knowledge of all programs/projects the inbound unit supports.
• Assisting staff with questions pertaining to the products and services offered by the client.
• Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
• Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.
• Fostering career advancement of the team members within the project or lateral movement.

Manage performance

• Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.
• Set objectives and clearly communicate goals and targets that needs to be met every month.
• Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
• Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
• Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
• Assessing staff capabilities and identifying appropriate development and training opportunities.
• Setting the appropriate expectations of conduct and professionalism through example.
• Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
• Working with other supervisors and management team members to support advisors and maximize customer satisfaction.

Client Management

• Effectively managing and strengthening relationship with the Client representative/s.

CANDIDATE PROFILE

Firstly, you are a people person and a reliable teammate. You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member. You have a passion for customer service and getting it right for our client/s.

You have 1+ years of experience in Customer Service in exceeding metrics and leading individuals to success within a BPO setting.

A bilingual English (B2+ level) and native Arabic speaker.
Strong communication and interpersonal skills.
Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor s degree.
You infuse joy and humor wherever possible, making work genuinely fun for yourself and those around you.
Analytical, efficient and thorough.
Proficiency with technology, especially computers, software applications, and phone systems.

Company Industry

• Call Center
• BPO
• KPO
• Outsourcing

Department / Functional Area

• Contract Management
• Quantity Surveying

Keywords

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at [e-mail]