Call Center Team Lead

About the role

A corporate service provider is hiring a Call Center Team Lead in Sharjah to lead and oversee its outsourced call center staff. The role involves assessing work, giving coaching and feedback to improve performance, service quality and lead conversion.

Key responsibilities

• Recruit and prepare call center representatives to handle customer enquiries, complaints and troubleshooting.
• Help set individual and team lead conversion targets and make sure daily KPIs are met.
• Onboard and train new employees on their KPIs.
• Provide product and service information to agents and team leads, and oversee the team leads.
• Audit the work of quality auditors and give them guidance and feedback.
• Take over calls when escalations arise.
• Optimize procedures and keep staff motivated.
• Measure performance against metrics such as call abandonment rate, calls waiting, average call duration, idle time and AHT.
• Ensure adherence to policies and procedures, including attendance.
• Keep management informed of issues and performance trends, and prepare monthly and annual performance reports.

Required profile

• 3-5 years of proven experience as a call center team lead.
• Customer service and supervisory experience.
• Organized, reliable and results-oriented.

Required skills

• Tech-savvy, with knowledge of telephone equipment and relevant computer programs.
• Knowledge of performance evaluation procedures.
• Outstanding communication and negotiation skills.
• Excellent organizational and leadership skills.