Team Leader

4 days ago


Dubai, United Arab Emirates Ultimate HR Solutions Full time

**Title - Customer Service - Team Lead (Arabic Speaking)**:

- Job location: Oud Metha
- Any preferred nationality: Any nationality, can speak Arabic
- 3-5 years of experience as a Team Lead in Customer service/ BPO/ Call Centers
- Salary budget: AED. 6,000/
- **Lead for CS Interaction Quality Team & CX Insights**
- Lead a team of 8 to 10 CS quality analysts who conduct transactional audits on interaction samples
- Assess the skills of an auditor, engage with auditors to maintain high-quality CS quality analytical skills.
- Audit the auditor.
- Maintain data on daily, weekly & month trends on issue type and sub-issue type contributions & trends
- Prepare & publish quality audit reports which highlight queue-wise & parameter-wise audit count and scores
- Highlight fatal error trends and suggest remedial measures to improve FE contribution & agent skills
- Organize & conduct coaching sessions for under-performing agents based in audit observations
- NPS & CSAT insights, observations & deep dives owner
- Prepare & publish CX dashboards to showcase the top contributors for customer positive & negative experiences
- Conduct & share deep dives of issue type & sub issue type analysis on customer detraction
- Highlight customer pain areas based on complaints VOC
- Lead the engagement with Product team for weekly customer outreach
- Create audit sampling techniques to ensure appropriate audit mix (issue type wise)
- Share insights & observations to improve agent service quality & improve CS efficiency metrics

**Lead for Voice Inbound & Outbound Operations**
- Lead a team of 25-30 IB-OB agents
- CX daily metric tracking and manual report update
- Daily, weekly & monthly scheduling of agents shifts per policy & rotation plan
- Attend CX daily metric review meeting and present analysis on daily IB-OB metric performance
- Daily attendance, OT update and daily adherence report
- Assigning & processing CE tickets based on availability & monitor agent performance
- Floor discipline, RTQM, IB-OB load monitoring and plan dynamic queue switching to manage IB-OB SLAs
- Failed shipments processing for AE and KSA WH
- OB dialer list rescheduling, recycling & generating DS dialer list
- Zendesk view processing for AE orders, POH, ID uploading and approving, Global orders, Open tickets, and Sync fail cases
- Generating OB dialer list, managing the OB campaigns to achieve pending order SLAs and assigning pending order lists to agents for processing
- Own the feedback and coaching for agent under-performance on productivity, efficiency & quality
- Conduct trainings, briefings & refreshers especially on new roll outs and top error-contributing quality scenarios

**Lead for L2 Escalations & Complaint Resolutions team**
- Lead a team of about 25 escalation & senior agents
- Own the complaint ticket management process for CS and its related productivity, efficiency & quality metrics
- Co-ordinate with various departments to close complaint tickets within SLAs
- Highlight customer pain areas, monitor complaint category trends, suggest process improvements with a customer-centric approach
- Team management & top talent management
- Handle supervisor & manager escalations.
- Become a master of cross-functional process flows and suggest ideas to improve workflows
- Devise solutions with expert process knowledge to resolve complaint tickets
- Hold meetings with departments like Warehouse, Logistics, Finance & others to synergize and execute complaint ticket closures
- CX daily L2 metric tracking and manual report update
- Daily, weekly & monthly scheduling of escalation agents shifts per policy & rotation plan
- Attend CX daily metric review meeting and present analysis on daily L2 metric performance
- Daily attendance, OT update and daily adherence report
- Assigning & processing CE tickets based on availability & monitor agent performance
- Floor discipline, L2 ticket load monitoring and plan dynamic skill switching to manage escalation pendency separately for DED cases and tickets related to Warehouse, Logistics, Finance & others
- Own the feedback and coaching for agent under-performance on productivity, efficiency & quality
- Conduct trainings, briefings & refreshers especially on new roll outs and top error-contributing quality scenarios

**Job Types**: Full-time, Permanent

**Salary**: AED6,000.00 per month

Application Question(s):

- Are you in Dubai?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Team Lead Customer Service: 4 years (preferred)
- Call centre/ BPO industry: 5 years (preferred)
- leading teams: 4 years (preferred)

**Language**:

- Arabic (preferred)


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