Contact Centre Team Leader

4 weeks ago

Dubai, United Arab Emirates GCH HR CONSULTANCY Full time

**Real Estate/BPO/Banking/Finance/Collections agency industry sectors.**_

**Job Brief**

The role of the Team Leader is to lead, manage, engage, and develop a team of telephony advisors who provide front line sales and support to our guests or travel agent partners. This role is key in supporting the delivery of the company key performance targets and the Contact Centre Operation (CCO) guest experience strategy by working collaboratively with other Team Leaders and wider Contact Centre teams to manage workloads within department service levels, ensure advisors are working to schedule, deliver financial targets and provide an exceptional guest experience. Work with the Contact Centre Manger on the creation and delivery of the team strategy, creating an environment where the team can take proactive ownership of the guest journey, question working practises, and provide solutions to provide the best guest experience.

**Accountabilities**
- Responsible for the successful day to day running of a Customer Contact Centre team. Through strong leadership, motivating, engaging and coaching staff to deliver exceptional service to our guests.
- Providing feedback and solutions to influence business change and success, working collaboratively with stakeholders at all levels
- Ensure advisors meet business objectives & support is put in place in a timely manner when required.
- Ensure service levels are delivered and optimum productivity is achieved through effective management of advisor time.
- Embed training and process change within the team, ensuring consistency and accurate delivery.
- Undertake regular call monitoring to ensure the quality meets our standards and processes are being followed and guest experience is in line with our brand values.
- Contribute to a supportive team culture, working collaboratively with the rest of the business to share best practice and learning’s.
- To support unexpected crisis/ emergency response situations to ensure the impact on guests and the business is mitigated as much as possible to assist a successful recovery.
- Resolving issues at the first point of contact and encouraging the team to do so within individual limits.
- Ensure written and verbal communication from the team is professional and in line with brand values.

**Salary**: AED10,000.00 - AED13,000.00 per month

Application Question(s):

- Do you handle team? If yes how many members you are handling?

**Experience**:

- Contact Centre: 5 years (preferred)

**Language**:

- Arabic (required)

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