Overview
Call Center Team Leader Jobs in Abu Dhabi Emirate, United Arab Emirates at Confidential
Title: Call Center Team Leader
Company: Confidential
Location: Abu Dhabi Emirate, United Arab Emirates
We are looking for a Call Center Team Leader to drive team performance, enhance customer satisfaction, and lead a dynamic customer service team.
Key Responsibilities:
✅ Lead, coach, and motivate a team of call center agents to achieve performance targets.
✅ Monitor KPIs, call quality, productivity, and customer satisfaction metrics.
✅ Conduct performance reviews, coaching sessions, and ongoing team development.
✅ Handle escalated customer concerns and ensure timely resolution.
✅ Analyze performance data and identify opportunities for process improvements.
✅ Ensure adherence to operational procedures and service standards.
✅ Collaborate with management to improve service delivery and customer experience.
Requirements:
✔ Bachelor's degree in Business Administration or a related field.
✔ Minimum 4 years of experience as a Call Center Team Leader.
✔ Strong leadership, coaching, and people management skills.
✔ Experience managing KPIs such as SLA, AHT, CSAT, Quality, and Productivity.
✔ Excellent communication and problem-solving abilities.
✔ Hands-on experience with CRM and call center systems.
✔ Proficiency in Microsoft Office applications.
✔ Arabic and English communication skills are preferred.