Call Center Team Lead (Arabic speaker)

Are you passionate about customer service & leading teams to success? We're looking for a dynamic Senior Client Experience Executive to join our client in Sharjah.

If you have a knack for leadership, a customer-first mindset, and a desire to optimize processes, this could be the perfect role for you!

Responsibilities:

1. Team Leadership: Lead, mentor, and inspire a team of customer service representatives (CSRs). Provide ongoing guidance, support, and performance feedback to help them excel.
2. Performance Management: Keep a close eye on team performance metrics like call handling time and first call resolution. You'll be responsible for ensuring that your team meets and exceeds service level agreements (SLAs).
3. Quality Assurance: Conduct regular quality assurance reviews and monitor calls to ensure compliance with company policies and service standards. Your role is crucial in maintaining our high standards.
4. Training and Development: Organize training sessions and workshops to enhance your team's customer service skills and product knowledge. You'll play a key role in their professional growth.
5. Workflow Optimization: Implement efficient call routing and escalation procedures to minimize wait times and resolve customer issues swiftly. Your expertise will help us provide a seamless customer experience.
6. Technical Support: Provide technical guidance to CSRs when they encounter complex customer inquiries or system issues, ensuring they have the tools and knowledge to succeed.
7. Reporting: Analyze call center performance data and prepare insightful reports. You'll identify trends, pinpoint areas for improvement, and make data-driven decisions to enhance our operations.
8. Customer Relationship Management: Build strong relationships with customers, handling escalated concerns or complaints with professionalism and care. Your customer-centric approach will drive satisfaction and loyalty.
9. Compliance: Ensure all customer interactions are compliant with legal and regulatory requirements, including data privacy laws. Your attention to detail is vital to maintaining our company's integrity.

Requirements:

1. Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
2. 3+ years of experience in call center operations, with experience in a supervisory or team lead role.
3. Results-oriented with a focus on achieving operational goals and meeting performance targets.
4. Adaptability to changing business needs and customer demands.
5. Sound judgment and decision-making skills, especially in high-pressure situations.
6. Collaboration skills to work effectively with cross-functional teams and stakeholders.
7. Conflict resolution expertise for managing disputes among team members or with customers.
8. Proficiency in call center software and CRM systems (e.g., Salesforce, Zendesk, Freshdesk).
9. Knowledge of telephony systems and call routing technologies.
10. Strong communication skills, both verbal and written, with the ability to convey complex ideas clearly.
11. Leadership abilities to motivate and inspire a diverse team of customer service professionals.
12. Commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.

If you're ready to take on a leadership role in a fast-paced, customer-focused environment, apply now and help us elevate our call center operations.