Team Lead – Customer Service (Qatari National Only)

  • Full Time
  • Qatar
  • 16500 USD / Year
  • Salary: 16500


Team Lead – Customer Service (Qatari National Only)

This position is open to Qatari Nationals Only

Job Objective

To lead and manage a team of CSRs allocated for the project. Ensure the team is read and prepared to handle customer calls, emails, Chat etc. and deliver expected quality of service.

Job Roles and Responsibilities

Manage the team members in all aspects of the service delivery
Ensure project updates are share with the team on timely manner
Ensure Staff is meeting company policy and procedures
Ensuring the Project targets and KPIs are met on daily basis.
Interact with other teams to ensure smooth working of the project.
Couch and counsel team members as and when required.
Maintain project updates.
Participate in meeting as and when required.
Ensure CSRs attends work regularly
Provide performance feedback to the team members.
Maintain administrative details for the team.

Key Interactions

Other Team Leaders
Support Team like Quality, WFM etc
IT Team
Client Focal Point (External)

Skill & Experience

Knowledge of Contact center Terminology, Procedures and Practices will be an added advantage
Excellent written and verbal communication.
Solution focused and High problem solving skills
Excellent time management and self-organizing
Excellent Team management skills
Experience with usage of MS Windows and MS office and related tools

Educational Qualification

Graduate in any discipline

Behavioral Skill

Highly Empathetic
Ability to work under pressure
Flexible hours
Patient, Motivated self-starter
Excellent communication with the team
Presentation and negotiation talent
Displays positive professional outlook and behavior

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