Contact Center Team Leader

6 months ago


Jeddah, 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 sub-divisions 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
- 2-5 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 result-oriented approach to work

This job has been sourced from an external job board.



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