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Customer Service Team Lead

2 months ago

Dubai, Dubai, United Arab Emirates Foreground LLC Full time

**Job Summary**

Foreground LLC is seeking a highly skilled Call Center Manager to oversee the daily operations of our call center and lead a team of customer service representatives. As a key member of our team, you will be responsible for ensuring the efficient delivery of exceptional customer service and driving business growth through strategic planning and team management.

**Key Responsibilities:**

  • **Operational Excellence**: Oversee the daily operations of the call center, ensuring that all processes are efficient, effective, and compliant with company policies.
  • **Team Leadership**: Lead and manage a team of customer service representatives, providing training, coaching, and performance feedback to ensure they have the skills and knowledge needed to deliver exceptional customer service.
  • **Strategic Planning**: Develop and implement strategies to improve productivity, performance, and customer satisfaction rates, analyzing call center metrics to identify areas for improvement.
  • **Performance Management**: Monitor and evaluate agent performance, providing feedback and facilitating ongoing training to ensure that the team is delivering a high level of customer service and meeting set targets.
  • **Complex Issue Resolution**: Handle complex customer complaints or inquiries that agents are unable to resolve, collaborating with other departments to address and resolve customer issues.
  • **Staffing and Scheduling**: Forecast and analyze staffing needs, ensuring that the call center is adequately staffed at all times to meet customer demand.
  • **Knowledge Management**: Stay updated on new products, services, and policies to ensure accurate information dissemination by the team, implementing and reviewing call center policies and procedures as needed.

**Requirements:**

  • **Education**: Bachelor's degree in Business Administration, Communications, or a related field.
  • **Experience**: A minimum of 5 years of experience in a call center environment, with at least 3 years in a managerial role.
  • **Skills**: Strong leadership skills, with a proven track record in team management, coaching, and performance evaluation. Proficient in call center software tools and technologies, with exceptional interpersonal and communication skills.
  • **Language**: Fluent in English; knowledge of Arabic or other languages would be an advantage.

**Work Arrangement**: This is a full-time position, with no remote work options available.