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Call Center Team Leader

Job Description

ECCO Gulf Majorel Qatar is seeking an experienced Call Center Team Leader to join our dynamic team in Qatar. As a Team Leader, you will be responsible for overseeing a team of call center agents, ensuring they provide exceptional customer service and meet performance targets. Your role will involve coaching, mentoring, and motivating your team to achieve their best, while also managing daily operations to ensure efficiency and effectiveness.

  • Lead, coach, and develop a team of call center agents to achieve performance goals.
  • Monitor and evaluate team performance, providing feedback and implementing improvement plans as necessary.
  • Ensure high standards of customer service are maintained.
  • Handle complex or escalated customer issues.
  • Support agents in real-time when they encounter difficult calls.
  • Ensure adherence to company policies and procedures, maintaining high standards of customer service.
  • Handle escalated customer inquiries and resolve complex issues promptly.
  • Analyze call center data to identify trends and areas for improvement.
  • Ensure the team meets daily, weekly, and monthly performance targets.
  • Keep the team informed about company updates, new procedures, and changes.
  • Track team KPIs such as average handling time, call resolution, and customer satisfaction.
  • Coordinate with other departments to ensure seamless service delivery.
  • Prepare and present regular reports on team performance and operational metrics.

Required Profile

We are looking for a highly motivated and experienced professional with a proven track record in team management within a call center environment. The ideal candidate will possess strong leadership skills and a passion for customer service excellence.

  • Minimum of 3 years of experience as a Team Leader or Supervisor in a call center.
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and make informed decisions.
  • Proficient in call center software and technology.
  • Problem-solving skills with a customer-centric approach.
  • Ability to work full-time on-site in Qatar.
  • Ability to work on a rotational shift basis.
  • Fluent in Arabic, and English.

Offer

ECCO Gulf Majorel Qatar offers a competitive salary package and a supportive work environment where you can grow your career. We value our employees and provide a range of benefits to ensure their well-being and job satisfaction.

  • Competitive salary and performance-based incentives.
  • Comprehensive health insurance coverage.
  • Opportunities for professional development and career advancement.
  • Supportive and collaborative team environment.
  • Access to training programs and workshops.
  • Generous annual leave and holiday benefits.
  • Employee recognition and reward programs.
Apply now

A big team is looking forward to you. Apply here!

ECCO Gulf Majorel Qatar | Human Resources | Taha Fathi Soukrab


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Visit us on Eccogulf.