Team Leader

Job Description

•Aid in the overall development and success of the project through co-ordination and control of all aspects of day to day contact centre activity of the specified campaigns. •This is a pivotal role for a dynamic customer focused individual to drive the strategy of the company while providing a consistently high quality customer service experience across a number of customer facing functions. •This role is required to manage and motivate agents to ensure a first class service to all customers, both internal and external. •The role reports to the Account Manager and is expected to be a backup for the AM. Identify and utilize any or all of the resources made available by the company to achieve goals and objectives. •Ensure compliance with all service level agreements occurs and data collection conducted by all Team members is to the specified standard. •Manage a team of customer service agents. •Proven ability to take work pressure and motivate staff to meet targets. •Resolve escalated customer and vendor issues. •Resolve issues to meet overall business objectives

Desired Candidate Profile

•Three years or more of contact centre/ customer care experience, preferably in a service or technical environment. •Excellent English and Arabic oral, written and interpersonal communication skills. •Related contact centre experience •Fluency in spoken and written English/Arabic •Excellent in MS Office – Excel and Word etc •Ability to work under pressure and meet all deadlines •Effective people and team building proficiencies. •Dedication to providing exceptional customer service