Call Center Team Leader

We are seeking an experienced Call Center Team Leader to supervise and guide a team of call center agents, ensuring high performance, operational efficiency, and exceptional customer service. This role involves handling escalations, coaching team members, and driving continuous improvement through performance monitoring and training initiatives.

• Supervise and support a team of call center agents, ensuring they meet performance targets and deliver excellent customer experiences.
• Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Monitor team performance using call center tools, track key metrics, and prepare reports for management review.
• Provide coaching, mentoring, and constructive feedback to enhance team performance and professional development.
• Conduct regular team huddles, training sessions, and workshops to address skill gaps and communicate process or policy updates.
• Foster a positive and high-performance culture focused on customer satisfaction and continuous improvement.
• Optimize workflows and processes using data insights to improve efficiency and service quality.

• Minimum of 2 years of experience in a call center or customer service environment, with leadership or supervisory responsibilities preferred.
• Proficiency in call center systems and tools for performance monitoring, reporting, and analytics.
• Full knowledge of Call Center Key Performance Indicators (KPIs).
• Bilingual proficiency in Arabic and English (spoken and written).
• Excellent communication, leadership, and problem-solving skills.
• Ability to analyze data and metrics to drive decision-making and performance improvements.
• Experience in delivering performance evaluations and coaching team members effectively.