Contact Center Team Leader

2 weeks ago


Jeddah, Makkah Province, Saudi Arabia Talent Pal Full time

Job Description:

Purpose of Role:
To assist management in maintaining customer operations quality of service. To supervise, develop and gear the performance of the customer service representatives towards agreed upon goals. Manage day-to-day planning and operations. Act as a focal point and smoothen communications between front liners and management. Insure consistency in policies and procedures.

Scope & Responsibilities:

  • Contribute to maintaining Contact Center's targeted quality of service level
  • Line manage a team of Contact Center Agents and ensure their performance adherence to quality standards
  • Monitor and evaluate Contact Center Agents' performance through quantitative and qualitative techniques
  • Produce, and submit periodic performance reports to Contact Center management suggesting areas of development and enhancement
  • Train and coach Contact Center Agents' to guarantee the sustainability of quality service
  • Conduct monthly sessions to ensure performance feedback
Delivery to Customer Service Representatives

  • Deliver solutions, support and guidance for Contact Center Agents' inquiries
  • Liaise with other departments and subdivisions to update Contact Center staff on new services and promotions.

Performance Objectives:

  • Timely submission of quality forms and conduction of feedback sessions to provide regular performance appraisals.
  • Contribution to maintain the Contact Center SL within the departmental goal
  • Full support to recruitment and departmental staffing
  • Facilitation assigned projects and development of process improvement
  • Ensuring team average quality and productivity are within Contact Center's targeted thresholds

Skills:

Experience and Expertise:

  • University degree
  • Excellent interpersonal skills
  • 25 years experience in Contact Centers
  • At least one year of experience at a supervisory level.
  • Superior verbal and written communication skills
  • Management, coaching and leadership skills.
  • Troubleshooting skills
  • Dynamic resultoriented approach to work
This job has been sourced from an external job board.

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