Call Center Team Leader

Job description / Role

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.

Requirements

• Firstly, you are a people person and a reliable teammate.
• You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member.
• You have a passion for customer service and getting it right for our client/s.
• You have 3+ years of experience in leading Call Center Team with a mandatory min. 2 years of proven track record in Facility Management sector.
• Fluent in English, knowledge of Arabic language will be an added advantage.
• Strong communication and interpersonal skills to lead the team and manage the customer relationship.
• Education qualification: Graduate in any stream and above.
• Immediate joiners preferred.

About the Company

"Manazel", one of the leading companies in the United Arab Emirates, was established in May 2006, and is headquartered in Abu Dhabi. Manazel has a unique strategy and vision that lives up to the Nation’s development future. The Company has chosen to concentrate its work on developing lively residential compounds and multi-purpose real estate aimed at the middle income segment. This strategy has allowed it to overcome most of the difficulties that faced the real estate sector in the past years, resulting in the delivery of thriving communities rich with amenities and services in carefully planned surroundings.

By adopting the highest quality standards, Manazel is committed to strategically invest in residential and commercial developments that balance between creating prosperous and sustainable communities on one hand, and on the other generating profitable returns for its shareholders.

Since quality standards are often affected by prices, Manazel has succeeded in reducing the gap between these two factors in order to create a wide range of affordable quality real estate that lives up to the aspirations and lifestyles of its clients, taking into account the rules of real estate investment according to Islamic law.

Being one of the prominent architects and builders of society, we take pride in our ability to achieve a balance between our numerous roles in planning, building, ownership, investment, community partnership, and business management. We have a team of competitive individuals who possess the skill and will to excel in their careers. We believe in equal opportunities, and we encourage them to harness their energy to achieve their full potential.