Contact Center Team Leader

1 week ago


Dubai, United Arab Emirates GCH HR CONSULTANCY Full time

**Position Title**: Contact Center Team Leader (Arabic Speaker)

**Department**: Customer Service

**Reports To**: Contact Center Manager

**Job Summary**:
**Key Responsibilities**:

- **Team Leadership**:

- Supervise and motivate a team of Arabic-speaking customer service representatives.
- Provide coaching, guidance, and feedback to team members to enhance their performance and development.
- Set performance goals and monitor team performance to ensure targets are met or exceeded.
- **Customer Support**:

- Handle escalated customer inquiries, complaints, or complex issues in a professional and efficient manner.
- Assist team members in resolving customer issues and ensuring customer satisfaction.
- Maintain a strong understanding of our products/services to provide accurate information to customers.
- **Training and Development**:

- Conduct training sessions for new team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
- Identify training needs and coordinate ongoing training programs for existing team members to enhance their skills and capabilities.
- **Quality Assurance**:

- Monitor and evaluate customer interactions to ensure quality standards are met.
- Implement quality assurance processes and provide feedback to team members to drive continuous improvement in service delivery.
- **Reporting and Analysis**:

- Generate regular reports on team performance, including key metrics such as response times, resolution rates, and customer satisfaction scores.
- Analyze data to identify trends, issues, and opportunities for improvement.

**Qualifications**:

- Bachelor's degree in business administration, communications, or a related field.
- Previous experience in a customer service role, with at least [X years] of experience in a leadership or supervisory position.
- Fluency in Arabic and English languages (spoken and written) is essential.
- Strong leadership, coaching, and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Knowledge of contact center technologies and best practices.
- Ability to work effectively in a fast-paced and multicultural environment.

**Working Conditions**:

- This position may require occasional evening or weekend shifts to accommodate business needs.
- The role may involve working in a contact center environment with high call volumes and varying levels of noise.

Pay: AED10,000.00 - AED12,000.00 per month

**Experience**:

- Contact Center Team Leader: 5 years (preferred)

**Language**:

- Arabic (required)

Application Deadline: 27/04/2024


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