Call Center Team Lead

Description

Summary: Lead a team of call center agents to deliver high-quality customer service, meet KPIs, and improve operational performance through coaching and process coordination. Highlights: 1. Lead and develop a team of call center agents 2. Drive high-quality customer service and operational performance 3. Utilize CRM and telephony platforms for service excellence **Summary Overview** Lead a team of call center agents to deliver high\-quality customer service, meet KPIs, and improve operational performance. **Key Responsibilities** * Supervise daily team activities: scheduling, shift allocation, attendance and performance monitoring. * Coach, mentor and develop agents; conduct 1:1s, performance reviews and deliver training sessions. * Monitor call quality, handle escalations, and ensure adherence to scripts, SLAs and customer service standards. * Track and report KPIs (AHT, FCR, CSAT, ASA, occupancy); implement improvement plans to meet targets. * Manage workforce planning and forecasting; optimize staffing to meet service levels. * Coordinate with QA, workforce management, training and operations to implement process changes. * Handle complex customer issues and serve as escalation point for frontline agents. * Prepare daily/weekly/monthly reports and present performance insights to management. * Support hiring, onboarding and induction of new agents. * Promote a positive team culture, recognize achievements and manage disciplinary actions when needed. **Required Qualifications** * Bachelor’s degree or equivalent experience. * 2–4 years call center experience with at least 1 year in a supervisory/team lead role. * Strong knowledge of call center KPIs, CRM systems (Zendesk, Salesforce Service Cloud, Freshdesk), and telephony platforms. * Excellent communication, coaching and problem\-solving skills. * Ability to work flexible shifts and manage high\-volume periods. **Preferred Qualifications** * Experience in BPO, telco, banking or e\-commerce contact centers. * Familiarity with workforce management tools, QA frameworks and customer feedback analysis. * Arabic language skills and experience working in Doha/GCC. نوع الوظيفة: دائم الراتب المدفوع: QAR١٨٫٠٠ لكل ساعة موقع العمل: بشكل شخصي