Call Center Team Leader

7 months ago


Abu Dhabi, United Arab Emirates Toolsman General Maintenance Full time

**RESPONSIBILITIES**

The individual would be responsible for Call Center Team, and day-to-day operations of Abu Dhabi Call Center. He/she would be responsible for leading, developing and securing a high performing Team in line with the overall Service Operations strategy and organization culture to:

- Lead the Call Centre team, giving the direction and ensuring that they are performing with a strong customer orientated mindset.
- Actively involved on client calls and ensuring that updates are timely communicated to the team.
- Create an excellent customer experience - Meet the service market demands.
- Support business development.
- Cater to the needs of CC team, to maintain an engaged and motivated team.
- Ensuring efficient and productive handling of inbound call volumes.
- Maintaining knowledge of all programs/projects the inbound unit supports.
- Receiving and responding promptly and accurately to all customer inquiries and complaints that have escalated to the supervisory level.
- Set objectives and clearly communicate goals and targets that needs to be met every month.
- Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
- Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
- Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
- Assessing staff capabilities and identifying appropriate development and training opportunities.
- Setting the appropriate expectations of conduct and professionalism through example.
- Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
- Working with other supervisors and management team members to support advisors and maximize customer satisfaction
- Effectively managing and strengthening relationship with the Client representative/s.

**CANDIDATE PROFILE**

Firstly, you are a people person and a reliable teammate. You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member. You have a passion for customer service and getting it right for our client/s.
- You have 3+ years of experience in leading Call Center Team including min. 2 years of proven track record in Facility Management sector.
- Fluent in English, knowledge of Arabic language will be an added advantage.
- Strong communication and interpersonal skills to lead the team and manage the customer relationship.
- Education qualification: Graduate in any stream and above.
- Immediate joiners preferred.

**Salary**: AED6,000.00 - AED8,000.00 per month

**Education**:

- Bachelor's (required)

**Experience**:

- Facility Management Call Center: 3 years (required)

**Language**:

- Arabic (preferred)

License/Certification:

- Driving License (preferred)

Ability to Commute:

- Abu Dhabi (preferred)



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