Call Center Team Leader

About the role

We are seeking an experienced Call Center Team Leader to drive performance, boost customer satisfaction, and lead a dynamic group of agents. You will be responsible for coaching, monitoring, and continuously improving the team's output while ensuring high service standards.

Key responsibilities

• Lead, coach, and motivate a team of call center agents to meet and exceed performance targets.
• Monitor key performance indicators, call quality, productivity, and customer satisfaction metrics.
• Conduct performance reviews, coaching sessions, and ongoing development activities.
• Handle escalated customer issues and ensure timely resolution.
• Analyze performance data to identify process improvement opportunities.
• Ensure compliance with operational procedures and service standards.
• Collaborate with senior management to enhance service delivery and the overall customer experience.

Required profile

• Bachelor's degree in Business Administration or a related field.
• Minimum 4 years of experience as a Call Center Team Leader.
• Strong leadership, coaching, and people‑management abilities.
• Proven experience managing KPIs such as SLA, AHT, CSAT, Quality, and Productivity.
• Excellent communication and problem‑solving skills.
• Hands‑on experience with CRM and call‑center systems.
• Proficiency in Microsoft Office applications.
• Arabic and English language skills are preferred.

Required skills

• CRM systems
• Call center software
• Microsoft Office