Call Center Team Leader
|
||||||||||||||||||
|
الوصف الوظيفي What we are looking for: Call Center Team Leader You will be responsible for overseeing the day-to-day management of the function including direct supervision of the team. Assist in the departmental restructure including process map implementation and various automation projects .Assist in weekly system reporting/MIS activities utilizing several systems used in banking or financial sector. Duties and Responsibilities: - Implement Gateway department (call centre) strategy - Determine, monitor and deliver targets for Gateway department - Provide training to all Gateway employees - Answer staff questions, provide guidance and feedback to team members - Quality check and measure performance with KPIs such as call interruptions, calls waiting etc. - Ensure adherence to company policies and procedures - Keep senior management informed about recurring issues or problems - Prepare monthly, quarterly and annual reports Key Requirement: - 5+ years’ experience in a supervisory role within a call centre function - 7-10 years’ experience in customer service - Banking and financial sector experience is a must - Proficient in English (Arabic is a plus) - Supervising/management experience is a strong advantage - Good knowledge of MS Office. MIS reporting - Outstanding communication and interpersonal skills - A customer-oriented and problem-solver mindset - Experience with performance evaluation procedures - Excellent organisational and time-management skills المهارات - Strong reporting skills and experience in providing MIS/departmental dashboards to managemen تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/call-center-team-leader-4152052/ |
||||||||||||||||||
Printable Page 
Report Advertisement