Call Center Team Leader

Confidential - قطر - Doha Metropolitan Area

The Call Center Team Leader is responsible for overseeing a team of customer service representatives (CSRs) to ensure efficient operations, excellent customer service, and achievement of performance goals. This role involves coaching, monitoring, and motivating team members to deliver high-quality results while meeting call center metrics and standards.


Key Responsibilities:

Team Management:

  • Supervise daily activities of CSRs, ensuring adherence to schedules and compliance with company policies.
  • Monitor team performance against key performance indicators (KPIs) such as service level, call handling time, and customer satisfaction.
  • Conduct daily briefings to communicate updates, goals, and motivational messages.

Coaching and Development:

  • Provide regular feedback, coaching, and training to team members to improve skills and performance.
  • Identify training needs and recommend development programs for underperforming team members.
  • Conduct performance evaluations and recommend corrective actions when necessary.

Operational Excellence:

  • Monitor call queues and adjust staffing in real-time to ensure efficient workload distribution.
  • Handle escalated customer issues and resolve them promptly.
  • Collaborate with the Workforce Management team to optimize scheduling and ensure adequate staffing levels.

Reporting and Analysis:

  • Prepare and submit daily, weekly, and monthly reports on team performance and operational metrics.
  • Analyze team data to identify trends and implement action plans to improve overall performance.

Customer Experience:

  • Ensure that all customer interactions are handled professionally and align with company standards.
  • Promote a culture of continuous improvement in customer service delivery.

Qualifications:

  • Education:
  • Bachelor’s degree in business, communications, or a related field (or equivalent experience).
  • Experience:
  • 2-3 years of experience in a call center environment, including at least 1 year in a leadership or supervisory role.
  • Skills:
  • Strong leadership and team management abilities.
  • Excellent verbal and written communication skills.
  • Proficiency in call center tools and software (e.g., CRM systems, workforce management tools).
  • Analytical skills to assess performance metrics and identify areas for improvement.

Preferred Qualifications:

  • Experience in handling escalations or specialized customer service cases.
  • Certification in customer service or leadership training programs.
  • Familiarity with performance improvement strategies like coaching frameworks (e.g., GROW Model).
تاريخ النشر: ٢٦ يناير ٢٠٢٥
الناشر: LinkedIn
تاريخ النشر: ٢٦ يناير ٢٠٢٥
الناشر: LinkedIn