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Customer Service Team Leader

3 months ago

Sharjah, Sharjah, United Arab Emirates Damas Medical Center sharjah Full time
Key Responsibilities:
  • Recruitment and Training: Selecting, training, and equipping call center agents to effectively address customer inquiries and resolve issues related to services or products.
  • Compliance and Standards: Ensuring that representatives are well-informed about and adhere to all operational objectives, performance metrics, and company policies.
  • Support and Guidance: Assisting agents with inquiries about optimal practices and handling challenging customer interactions.
  • Operational Improvement: Recognizing workflow challenges and proposing enhancements to improve efficiency.
  • Performance Monitoring: Assessing agent performance, offering training or coaching opportunities, and implementing corrective measures when necessary.
  • Data Analysis: Compiling reports and analyzing metrics to aid management in setting call center targets.
  • Collaboration: Partnering with fellow supervisors and management to support agents and enhance overall customer satisfaction.