Call Center Team Leader Required in Dubai - Dubai

Call Center Team Leader Required in Dubai

Call Center team leader who can lead our representatives to better performance and improve service quality and assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.

Should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Plus, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Duties and Responsibilities

Training, coaching, and leading call center representatives as they provide daily support for customers.
Answering representative’s questions, guiding them through difficult calls or issues
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Maintain updated call center SOP’s.
Ensure all pending requests are closed within TAT & follow up with other teams for closure .
Taking on other tasks or projects to support employees, other managers, and call center operations.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Prepare work schedules to ensure sufficient coverage.
Evaluate staff effectiveness and performance monthly/ annually or on an at-need basis.

Skills:

Communication skills – verbal and written.
Data collection, management and analysis.
Problem analysis and problem solving
Planning and organizing
Decision- making skills
Knowledge of management principles and familiarity with company products, services, and policies. Customer service orientation
Strong coaching and leadership skills, ability to motivate employees. Exceptional listening and analytical skills
Creative ability & writing proficiency.
Polite, professional phone voice.

Qualifications and Experience

Bachelor's degree.
At least 5 years Banking experience.
At least 1 years in a similar position in UAE .
proficiency in Arabic & English.

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https://ae.linkedin.com/jobs/view/call-center-team-leader-at-banque-misr-uae-2972226803?