Call Centre Team Lead

Job description / Role

Call Centre Team Lead (Arabic and English)

On behalf of a leading financial client in UAE, we are looking to hire a bilingual Call Centre Team Lead who will be responsible for the daily business and real time operations and management of the 24/7 call center; also responsible for implementing call center strategies and operations; improving systems and processes; leading & managing the team of call center agents .

Job Responsibilities:

- Schedule and organize shift patterns for call center agents to ensure that the call center queues are managed within agreed service levels.
- Train, coach and ensure policy compliance within call center team. Motivate and encourage agents through positive communication and feedback
- Thorough understanding of in-house call center systems, telephony, CRM, etc. and capable of gauging the requirements for smooth flow of contact center.
- Ensures employees have appropriate training and other resources to perform their jobs. Participate in recruitment of new call center agents
- Maintain and improve key performance measures, proactively manage customer issues and act as the level 1 escalation for the team.
- Provides statistical and performance feedback and coaching on a regular basis to each team member
- Expected to be available 24/7 for issues and able to log in remotely.
- Work closely with the Assistant Manager to evaluate employee key performance indicators and identify training needs and development opportunities. Ensure individual and company goals are met, maintain reports and provide analysis of performance.
- Monitor calls to ensure that due procedures and quality standards are strictly adhered to.
- Ensure customer Repeat calls are minimal.
- Responsible for process improvements towards TAT and SLA reductions through effective service requests closure, skill & queue management within the team. I.e. effective use of CRM, etc.
- Ensure inquiries and complaints are handled satisfactorily within specified time frame.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Works as a member/leader of special or ongoing projects that are important to area/process improvement.

Requirements

- Arabic and English speaking.
- Min 4-6 years' experience in Contact center & customer care and at least 1 - 2 years on team lead/supervisor's role
- Preferred under BFSI business segment
- Intermediate level of knowledge/expertise with MS Office tools.
- Need to be familiar with internet and basic navigation
- Email tools i.e. outlook, lotus notes, etc.
- Any CRM /core financial platforms or online support tool
- Hands on knowledge CRM tools and effective use.
- Worked in corporate office environment

About the Company

Transguard Workforce Solutions delivers Professional Contract Staffing (also known as Employee Outsourcing) within the UAE.

Our Workforce Solutions include:

• Delivering Sourcing and Recruitment Solutions for Clients in need of identifying Contract or temporary Staff.

• Providing a complete end to end Staffing Solution which includes Visa Sponsorship, HR Management, Employee Welfare & Payroll Services.

• Transitioning Contract Staff from other staffing providers to Transguard while remaining compliant with UAE Labour and Immigration Laws.

Transguard Workforce Solutions currently employ over 2000+ Staff from over 70 different nationalities. Across the Group, we payroll over 70,000 employees monthly.