Contact Center Team Leader

Tawteen; Muscat; On-site; OMR 20,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated individual to support account management and enhance client satisfaction. This role involves analyzing contract performance, leading a team to implement upsell strategies, and ensuring effective resolution of client concerns. The ideal candidate will possess strong communication skills in both English and Arabic, alongside proven leadership capabilities. Join a dynamic environment where your contributions will directly impact client retention and service quality, making a meaningful difference in customer interactions.

Qualifications

• 4-6 years of experience in contact center operations or sales.
• Proven leadership ability to impact and influence a team.

Responsibilities

• Supports analysis and management of account contract performance.
• Guides team in responding to client concerns for timely resolution.

Skills

Verbal communication

Written communication

Analytical thinking

Problem-solving

Leadership

Education

Bachelor's degree in business administration

Bachelor's degree in communication

Job description

Supports the analysis and management of the entire account contract performance, highlighting and reporting on any deviations in performance.

Assists in conducting regular needs assessments to understand evolving client requirements and expectations, aligning services accordingly.

Leads and guides the team in implementing revenue upsell and cross-sell strategies to drive revenue growth during calls.

Leads and guides the team in responding to live client concerns or issues to ensure timely and effective resolution, preventing repeated calls.

Monitors and reports on repeated calls or unresolved customer issues during calls.

Guides the team in documenting and maintaining up-to-date records of calls and audits recorded customer interactions to ensure compliance with quality standards, Infoline's policies, and regulatory requirements.

Provides insights and implements risk mitigation strategies to preempt potential risks to client satisfaction and account retention.

Implements and analyzes the project plan to ensure alignment with account operational objectives, client requirements, and resource needs, ensuring consistent communication, reporting, and effective project execution.

Collaborates with the WFM team and other key stakeholders to ensure service delivery quality and proper escalation of client concerns and issues.

Supports the design of training and quality programs within the Contact Center to enhance customer interaction quality and performance.

Performs other tasks assigned by the line manager.

Specifications (Qualifications, Knowledge, Skills & Experience):

• Bachelor's degree in business administration, communication, or a related field.
• 4-6 years of experience in contact center operations, sales, or related fields.
• Excellent verbal and written communication skills in both English and Arabic.
• Strong analytical thinking and problem-solving skills.
• Proven leadership ability to impact and influence a team.

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