Call Center Team Leader; Inbound

Key Responsibilities

• Lead, motivate, and manage a team of Call Center Agents.
• Monitor daily operations to ensure service levels and operational targets are achieved.
• Conduct regular coaching sessions, team briefings, and performance reviews.
• Handle customer escalations and support complex case resolution.
• Ensure adherence to company policies, procedures, and quality standards.
• Monitor attendance, productivity, and workforce utilization.
• Prepare operational reports and performance dashboards.
• Identify training needs and implement continuous improvement initiatives.
• Collaborate with stakeholders to improve customer experience and operational efficiency.

• Service Level Achievement
• Average Speed of Answer (ASA)
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Quality Assurance (QA) Score
• Call Abandonment Rate
• Agent Productivity Rate
• Schedule Adherence
• Team Attendance
• Attrition Control
• Escalation Resolution Time
• Complaint Resolution Rate

• Achievement of operational and service targets.
• Team performance management and development.
• Customer satisfaction and service quality improvement.
• Effective escalation and complaint management.
• Workforce optimization and resource utilization.
• Compliance with SLAs and internal policies.
• Continuous process improvement and operational excellence.

• Minimum 5 years of experience as a Call Center Team Leader in Qatar.
• Proven experience managing inbound call center operations.
• Fluent in Arabic and English (speaking, reading, and writing).
• Strong leadership, coaching, and people management skills.
• Experience in performance management, customer service excellence, and operational reporting.
• Bachelor's Degree preferred.
• Must be currently based in Qatar.