Customer Service Leadership Role
4 days ago
About Our Company
Arab National Bank is committed to delivering world-class customer experiences through our call center operations. We are seeking a skilled Team Lead for Call Center Excellence to join our team and contribute to our mission.
Job Overview
- The Supervisor of Customer Experience will be responsible for leading a team of customer service representatives in the call center, focusing on enhancing customer satisfaction and operational efficiency.
Responsibilities
- Oversee daily call center operations to ensure adherence to company policies and procedures.
- Manage and mentor a team of customer service representatives, providing guidance and support.
- Monitor call metrics and performance indicators to identify areas for improvement.
- Conduct regular training sessions to enhance team skills and product knowledge.
- Address escalated customer complaints and provide effective resolutions.
- Implement strategies to improve customer satisfaction and retention rates.
- Prepare and present performance reports to upper management.
- Collaborate with other departments to ensure seamless service delivery.
- Assist in the recruitment and onboarding of new call center staff.
- Stay updated on industry trends and best practices to enhance call center operations.
Requirements
- Proven experience in a supervisory role within a call center environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to analyze data and make informed decisions.
- Customer-focused mindset with a passion for service excellence.
- Proficiency in call center software and CRM systems.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Strong problem-solving skills and attention to detail.
- Fluency in both Arabic and English is preferred.
- Willingness to work flexible hours, including weekends and holidays.
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