Call Center Team Leader

Job description / Role

- To ensure the effective and efficient running of the Call Centre.
- To be a pro-active member of the Call Centre Team and support all calls.
- To support the CCTeam with administrative tasks, such as the production of function sheets, as required.
- To respond to online queries received via e-mail and social media.
- To ensure that the Call Centre KPIs are met.
- To handle and resolve complaints relating to the Call Centre in a professional and effective manner.
- To collate, analyse and utilise call statistics to manage and improve the sales performance of the Call Centre team.
- To ensure all members of the Call Centre Team are fully informed of targets and current sales positions..
- To create weekly MI reports, monthly board reports and any other ad hoc reports requested by the Head of Business Support.
- To support other areas of the business as required with outbound calling to clients and product testing.
- To take responsibility for the day-to-day supervision of any direct reports.
- To delegate tasks as and when appropriate to team members to ensure the effective and efficient running of
the department.
- To develop staff through coaching, advice and motivational techniques to help the Call Centre and Client Services teams to maximise the potential for revenue development from both inbound and outbound calls.
- To hold regular one-to-one meetings and performance reviews with the Sales Advisors.
- To performance manage all team members and offer feedback.
- To foster good relationships with all internal departments and cross-functional teams.
- To proactively support their manager by suggesting new ideas and questioning thinking where appropriate.
- To refer to senior team members for advice and support.
- To attend all staff meetings and training sessions as and when required.
- To comply with Health and Safety rules and regulations and ensure that Call Centre team members do the same.
- To ensure the Call Centre is fully staffed at all times, in line with the Call Centre hours budget.
- To ensure monthly timesheets and payroll submissions are completed on time.

Requirements

- Previous experience with a proven track record of success in customer services.
- Experience of supervising a team.
- Call centre experience is a must.
- A good understanding of working with KPIs and conversion rates.
- Experience with CRM or equivalent systems.
- Empathy with and/or an understanding of snowsports.
- Good written and verbal communication is required together with good interpersonal skills.
- An understanding of marketing/sales.

About the Company

IPS is a Third-Party Payment Processing Company, regulated and licesned by Central Bank of Bahrain, incorporated under the laws of the Kingdom of Bahrain. IPS is catering to different sectors of industry like financial institutions, banks, ...etc. Our suite services include:

Small Business

• Mobile business on the go
• eCommerce Solutions

Large Merchants

• Security and Fraud solutions
• Prepaid solutions
• Merchant Mobile Commerce solutions
• Marketing solutions
• Analytics & Digital Wallet solutions
• CC Terminals & POS solutions

Financial Institution

• Payment Gateway
• DIgital and mobile banking solutions
• Debit and Credit Card Processing solutions
• Loyalty & Rewards solutions
• ATM & network solutions
• Analytics & Reporting solutions
• PSP

Government & Others

• Government payment solutions for fees, taxes, etc.
• Utility & other Corporate biller solutions
• Healthcare providers & pater solutions
• Financial Analyst SOlutions
• Education solutions