About the role
- Supervise call center agents and provide them with support to ensure high performance. - Conduct performance reviews and provide constructive feedback. - Handle escalated customer issues and complaints effectively. - Monitor calls to ensure quality and compliance with standards. - Develop and implement processes to improve efficiency. - Prepare and deliver regular performance reports. - Foster a positive and collaborative work environment. - Perform other related duties as assigned.
Requirements
- Bachelor’s degree in any related field. - Minimum of 4 years of experience in a call center environment, including at least 2yearsr in a Team lead role. - Strong leadership, communication, and interpersonal skills. - Proficiency in call center software and Customer Relationship Management (CRM) systems. - Positive mindset, adaptability, and a results-oriented approach.
Working Conditions
- Total working hours: 9 hours per day — 8 working hours + 1-hour break. - Shift times may vary based on business needs (rotational shifts). - Two days off per week (rotational schedule). - Work mode: Office-based - Location: Sheikh Zayed - Performance evaluation: based on sales targets, call quality, and attendance.
Benefits
- Competitive base salary + attractive commission structure. - Professional development and career advancement opportunities. - Supportive, energetic, and multicultural team environment. - Social and medical insurance coverage. - Learning & Development programs (L&D)
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