Call Center Team Leader

Job Description

• Defines/sets and drives the sales targets of the assigned team to achieve business goals and maximize profit by developing efficiency and providing guidance on best practices.
• Co-plans work schedules and duty roster for assigned Inbound team (rotational) to meet anticipated business requirements and objectives, monitors adherence, attendance, leave and overtime records.
• Supervises a team of Call Center agents; monitors the day-to-day performance of the assigned team to ensure smooth operations; manages/handles traffic in customers’ inquiries and complaints raised from different channels such as: telephone calls.
• Ensures accurate information on products and services are communicated through the team; monitors performance in terms of sales and achieving revenue.
• Assists the Supervisor- Inbound/Manager in the daily operations by providing on “Floor” guidance, support, and monitoring to Call Center agents.
• Creates a challenging and motivational environment to reduce pressure and drive the assigned team achieve their individual/group targets. Monitors communication such as random calls, minimize errors and track operative performance thereby increasing sales.
• Manages individual’s/team’s performance assessment reports on weekly basis to highlight pitfalls, identify gaps and recommend best approaches and methodologies to be adopted to bridge those gaps.
• Partners with Supervisors/Manager to develop individual/group development plans to enhance the performance of the team, including: coaching, mentoring, counselling, training courses, etc. Conducts induction sessions, product knowledge and system trainings, as well as assessments for new joiners.
• Identifies trends in customer service; analyzes pitfalls and complaints; recommends improvements to enhance customers’ experience and implement best practices in services and operating procedures thus contributing to achieving/maintaining high quality in performance in workflow to increase sales.
• Ensures all Contact Center technical facilities, systems, tools and equipment (computers, telephones, headsets, etc.) are properly installed, and maintained in coordination with suppliers and IT division.
• Develops preventive maintenance programs and immediate technical support to all work stations when not fully operational.
• Performs any additional responsibilities as advised by the Line Manager/Supervisor.

Job Requirements

• Bachelor degree in Management or equivalent.
• Capable of using technology systems and tools; proficient in Microsoft Office.
• Fluent in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
• 4+ years of related working experience in a similar role, preferably in aviation; experience with low cost airline is a plus.
• Knowledge in Call/Contact Center technological systems and tools.
• Proven skills in analyzing data, identifying pitfalls and recommending effective solutions.
• Capable of identifying problems and immediately reacting to situations of the different nature such as angry customers, complaints and special requests.
• Capable of understanding customers’ problems and direct them in the right channel.
• Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
• Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Ability to work for long working hours and under pressure.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.