Call Center Team Leader

Job description / Role

- To manage the call center team (Inbound and Outbound)
- Ensure all incoming call inquiries are handled efficiently and entered accurately.
- Ensure all incoming e-mail inquiries are promptly replied to in the set formats.
- Manage the daily overall running of the call center.
- Manage the lead assignment to the Sales team or leasing team.
- Ensure that there is quick and efficient response to all in-coming inquiries, by telephone, fax and, email, preparing proposals where as required.
- Manage the follow up on all received inquiries and ensure updates are in CRM.
- Coordinate with Sales and Leasing team where necessary and facilitate internal & external customers and requirements.
- Manage and motivate the agents to achieve the set targets as per management.
- Ensure that all inquiries are handled and responded to via e-mail timely.
- Ensure that all agents abide and follow the call center process related to Inquiries to assure the customer services level is always within high standards.
- Compile reports from all agents on daily basis for all the activities, achievements, clients for continuous improvement.
- Ensure that all client details are fully completed, including marketing information.
- To check on a daily basis that all the receiving channels and systems are functioning properly, Landlines, Portal E-mails, CRM etc and to report them immediately to the Management if any of the channels or systems is not working.
- Ensure the department meets the deadlines on daily, weekly and monthly basis.
- Monitor the lead types and report the shortage to the management.
- Ensure all agents are updated about the daily new units added on the system and the available units generated for sales and leasing.
- Produce weekly and monthly reports as and when required from management.
- Estimating and planning staff shift timings.
- To train, lead and monitor continuously the performance of the call center department.
- Monitor agent’s calls for quality assurance, to minimize errors and track operative performance in liaison with the Management
- Handling the complex customer complaints and requests and escalating when required.

Requirements

- Minimum 3 years related work experience
- Well spoken English and Arabic (must).
- Excellent Negotiation Skills
- System Oriented - MasterKey literate.
- Computer literacy
- Should be professional and result oriented
- Excellent interpersonal skills
- Team player and self-driven attitude.
- Must have commitment to high professional ethical standards and a diverse workplace.
- Excellent computer skills and proficient in excel, word, outlook

About the Company

Property Shop Investment LLC (PSI ) is one of the Fastest Growing Real Estate company in Abu Dhabi.

Property Shop Investment provides a full range of real estate solutions such as selling, leasing, property management and property evaluations for both residential and commercial properties At PSI we understand customer needs and give the best solution. Our Moto is to attain 100% customer satisfaction. Our major dealings are spread across Abu Dhabi region.

We have our successful presence in the real estate market in Abu Dhabi since 7 year and are growing up by leaps and bounds.

PSI is a leader in Abu Dhabi market Real Estate in terms of strategic partnership with the leading developers in Abu Dhabi like Aldar , Sorouh, TDIC, Manazel, Burooj, Green Emirates Etc., as well as major finance providers in the UAE such as TAMWEEL, Abu Dhabi Finance, Mashreq Banks, NBAD, ADCB and other Reliable investors.

PSI has a multi cultural ,systematic environment which enhances the career path and wealth for the staff.