Team Leader, Call Center

OverviewRole: Team Leader Call CenterLocation: Ras Al KhaimahRole Purpose:To lead and manage a team of Call Center agents in delivering world class customer service as well as achieving the other KPIs set out by the Senior Management Team.Key accountabilities of the roleOperational Readiness:Manage and lead a team of Call Center Agents in driving performance based on the KPIs set and ensuring efficiency and effectiveness.Work closely and coordinate with the Call Center Operations team on matters relating directly to efficiency and daily operations managementEnsure regular update of performance with subordinates peers and line manager(s).Ensure Team work at all levels.As a daily routine we allocate work and supervise the Call Centre Agents activities for timely results for both the customers and other related departments/branches. Informally coach and guide staff for better performanceHuman Resource/People:Continuous coaching and mentoring on individuals within the team.Continuous engagement with the individuals within the team to reduce attrition.People developmentProviding support and guidance to the individuals within their teams.Lead by exampleReview & recommend staff training requirements to Operations Manager on a quarterly basis.Prepare and provide the Call Centre Manager with an agenda relating to Call Centre issues customer service issues & staff issues for monthly staff meetings.Focusing team members on the purpose and task of the project; reminding the team of the result the organization is looking for and how it fits with the organizations vision mission and goalsQuality of work:Ensure timeliness and datelines are metConsistency in achieving goals setContinuous focus on the team to ensure nothing less than world class service delivery.Reduce complaints within the team through regular coaching and trainingHandle escalated customer complaints effectively and efficiently.Follow-up on customer complaints and operational issues logged in the system with the respective areas for fulfillment and ensure that the resolutions are promptly communicated to customers outlined in the SLAs.Continuous Improvement:Continuously find ways of improving processes that will improve efficiency reduce rework and improve customer experience.Focus on the team to deliver on migration initiatives and to transition the team into a profit center.Compliance with policies & procedures:Comply and perform Key operational controls as required in ADIBs polices & procedures relating to Call Center in day-to-day operations.Any other ad-hoc projects/tasks assigned by Service Manager.Results expected:An efficiently run and managed teamMeeting all KPIs set out by Senior ManagementReduce attrition within the team.Reduce complaints and unnecessary queries.Improved quality of calls.Continuously improve Mystery Shopper results.Specialist skills / technical knowledge required for this role:Excellent leadership qualitiesAbility to groom individualsAbility to drive team performanceExcellent communication skillsKnowledge of agent KPIsForward thinkingPrevious experience:Minimum of 3 years in a junior leadership rolePrevious experience in a similar role would be an added advantagePrevious experience in leading small teams (up to 20 individuals)Exposure to Contact Center technologiesUnderstanding of basic agent KPIs#J-18808-Ljbffr