Call Centre Team LeadManager
Posted on :
12-04-2025
Employer Active
1 Vacancy
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Job Description
NEW JOB Were HIRING! Call Centre TEAM LEAD/MANAGER Sharjah: Our client a leading IT & Security leader who provides premier management technical and professional services in the fields of Information Technology and Security Systems to help clients successfully manage complex businesses projects and facilities is looking to speak with Call Centre professionals that are considering a move.
Role Objective
Overseeing and leading the daytoday operations to ensure they meet or exceed performance and service quality goals; this role involves managing a team of call Centre agents and the Site Support Team. You will be responsible for implementingstrategies aimed at enhancing customer service operational efficiency and staff development.
In addition you will be expected to act as a bridge between the client and internal crossfunctional teams serving as the point of contact for all EPMrelated concerns.
4. Key Responsibilities/Accountabilities
Lead mentor and motivate a call Centre and site support team fostering a positive and productive work environment.
Set performance goals and expectations for the team and provide ongoing feedback and coaching to ensure targets are met.
Implement quality assurance programs and performance improvementplans to enhance the quality of customer interactions.
Plan and manage staffing levels schedules and workforceallocation to meet service level agreements SLA and operational requirements.
Develop and deliver periodic internal training programs for call centre agents focusing on product knowledge customer service skills and call handling techniques.
Develop and deliver periodic internal training programs for the Site Support Team to enable them to better perform their job onsite
Implement costsaving measures while maintaining highquality service
Use datadriven insights to make informed decisions and implement strategies.
Stay current with call center technologies and trends to optimize operations
Ensure that all customer interactions are handled professionally and in a manner that consistently delivers exceptional service.
Preparing Adhoc reports to Management and customer whenever required
Managing and updating stock inventory
Working with individuals or teams from different functional areas or departments together to achieve common goals and objectives
Maintaining strict confidentiality
Perform additional responsibilities that may be added from time to time depending on organizational requirements
Required Experience:
Manager
Employment Type
Full-Time
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