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Team Leader

3 months ago

Dubai, Dubai, United Arab Emirates Cupola Tele Services (CTS) Full time

Job Title :
Team Leader

Work Location :
Dubai

Summary:

  • Aid in the overall development and success of the project through coordination and control of all aspects of day to day contact center activity of the specified campaigns.
  • This is a pivotal role for a dynamic customer focused individual to drive the strategy of the company while providing a consistently high quality customer service experience across a number of customer facing functions.
  • This role is required to manage and motivate agents to ensure a first class service to all customers, both internal and external.
  • The role reports to the Account Manager and is expected to be a backup for the AM.
  • This role has to work within an office environment
  • The role can be 24 x 7 and various shifts

Responsibilities:

  • Identify and utilize any or all of the resources made available by CTS to achieve the company goals and objectives.
  • Ensure compliance with all service level agreements occurs and data collection conducted by all Team members is to the specified standard.
  • Manage a team of customer service agents.
  • Proven ability to take work pressure and motivate staff to meet targets.
  • Resolve escalated customer and vendor issues.
  • Resolve issues to meet overall business objectives

Preferred:

  • Three years or more of contact center/ customer care experience, preferably in a service or technical environment.
  • Excellent English and Arabic oral, written and interpersonal communication skills.
  • Related contact center experience
  • Fluency in spoken and written English/Arabic
  • Excellent in MS Office
  • Excel and Word etc.
  • Ability to work under pressure and meet all deadlines
  • Effective people and team building proficiencies.
  • Dedication to providing exceptional customer service.

Qualifications:

  • Graduate in a service environment.
  • MS Office and working knowledge of MS Access, SQL and Oracle.
  • A background in Event Management, Customer Service or Marketing.

Job Types:
Full-time, Permanent

Salary:
AED1, AED7,000.00 per month

Language:

  • English and Arabic (required)