Contact Center Team Leader - National Company for Business Solutions - NCBSMiddle East Jobs

Job Description

Purpose of Role:

To assist management in maintaining customer operations quality of service. To supervise develop and gear the performance of the customer service representatives towards agreed upon goals. Manage daytoday planning and operations. Act as a focal point and smoothen communications between front liners and management. Insure consistency in policies and procedures.

Scope & Responsibilities:

• Contribute to maintaining Contact Centers targeted quality of service level
• Line manage a team of Contact Center Agents and ensure their performance adherence to quality standards
• Monitor and evaluate Contact Center Agents performance through quantitative and qualitative techniques
• Produce and submit periodic performance reports to Contact Center management suggesting areas of development and enhancement
• Train and coach Contact Center Agents to guarantee the sustainability of quality service
• Conduct monthly sessions to ensure performance feedback

Delivery to Customer Service Representatives

• Deliver solutions support and guidance for Contact Center Agents inquiries
• Liaise with other departments and subdivisions to update Contact Center staff on new services and promotions.
• Interview and participate in the selection process of new Contact Center candidates.

Performance Objectives:

• Timely submission of quality forms and conduction of feedback sessions to provide regular performance appraisals.
• Contribution to maintain the Contact Center SL within the departmental goal
• Full support to recruitment and departmental staffing
• Facilitation assigned projects and development of process improvement
• Ensuring team average quality and productivity are within Contact Centers targeted thresholds

Skills

Experience and Expertise:

• University degree
• Excellent interpersonal skills
• 25 years experience in Contact Centers
• At least one year of experience at a supervisory level.
• Superior verbal and written communication skills
• Excellent computer skills and office applications.
• Management coaching and leadership skills.
• Troubleshooting skills
• Dynamic resultoriented approach to work