Call Center Team Leader (FM experience mandatory)

We are looking for a Call Center Team Leader to oversee and manage our customer care team, ensuring efficient operations, high-quality service delivery, and exceptional customer satisfaction. The ideal candidate will be a strong leader, capable of fostering a positive team culture, driving performance, and maintaining a standard of excellence in service delivery.

RESPONSIBILITIES:
The individual would be responsible for Call Center Team, and day-to-day operations of Abu Dhabi Call Center. He/she would be responsible for leading, developing and securing a high performing Team in line with the overall Service Operations strategy and organization culture to:

Lead the Call Centre team, giving the direction and ensuring that they are performing with a strong customer orientated mindset.
• Actively involved on client calls and ensuring that updates are timely communicated to the team.
• Create an excellent customer experience
• Meet the service market demands.
• Support business development.
• Cater to the needs of CC team, to maintain an engaged and motivated team.
• Ensuring efficient and productive handling of inbound call volumes.
• Maintaining knowledge of all programs/projects the inbound unit supports.
• Receiving and responding promptly and accurately to all customer inquiries and complaints that have escalated to the supervisory level.
• Set objectives and clearly communicate goals and targets that needs to be met every month.
• Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
• Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
• Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
• Assessing staff capabilities and identifying appropriate development and training opportunities.
• Setting the appropriate expectations of conduct and professionalism through example.
• Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
• Working with other supervisors and management team members to support advisors and maximize customer satisfaction.
• Effectively managing and strengthening relationship with the Client representative/s.

Salary:
AED 6,000 to 8,000 per month inclusive of fixed allowances.