Team Lead

2 weeks ago

Dubai, Dubai, United Arab Emirates Webhelp Full time

Job Summary:

We are seeking a highly skilled and experienced Team Lead to join our team at Webhelp. As a key member of our operations team, you will be responsible for leading a team of agents and ensuring the smooth operation of our customer service processes.

Key Responsibilities:

  • Monitor and report team performance, identifying areas for improvement and implementing strategies to enhance productivity and efficiency.
  • Provide feedback and coaching to individual team members, helping them to develop their skills and achieve their full potential.
  • Manage and maintain accurate records of team performance, training, and development.
  • Collaborate with the HR department to participate in the recruitment process, ensuring that we attract and hire the best talent for our team.
  • Organize and optimize shift schedules to ensure adequate coverage and minimize downtime.
  • Ensure that all processes and procedures are up-to-date and adhered to, including taking overflow calls and tickets as needed.
  • Provide exceptional customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
  • Develop and implement effective sales strategies, guiding team members on selling techniques and providing coaching and feedback to improve performance.
  • Maintain knowledge and expertise associated with applications specific to individual customers, staying up-to-date with industry trends and developments.

Requirements:

  • Bilingual or proficient in German, with advanced level of English.
  • Talented to grasp a situation with many stakeholders and team members.
  • Excellent communication and interpersonal skills.
  • Previous experience in a leadership or management role.
  • Able to implement and manage change, with a customer-centric approach.
  • Project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Develop personal and professional skills, with a focus on continuous learning and development.
  • IT knowledge and skills, with experience working with Windows, MS Office, and internet configuration.
  • Business knowledge and commercial drive, with a focus on delivering results and achieving targets.
  • Working knowledge of IT platforms, equipment, and applications.
  • Able to work in a fast-paced environment, with a focus on delivering exceptional customer service and achieving business objectives.

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