Team Leader - Contact Center
Concentrix
Date: 2 weeks ago
City: Dubai
Contract type: Full time

Job Title:
Team Leader - Contact Center
Job Description
As a Contact Centre Team Leader, you’ll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
Essential Functions / Core Responsibilities
Manage the daily operations and admin as assigned but not limited to
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.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ARE Work-at-Home
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
R1581813
Team Leader - Contact Center
Job Description
As a Contact Centre Team Leader, you’ll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
Essential Functions / Core Responsibilities
Manage the daily operations and admin as assigned but not limited to
- Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
- Actively involved on client calls and ensuring that updates are timely communicated to the team.
- Working with colleagues to effectively run the Contact Centre operation.
- Interviewing and hiring of appropriate candidates, as needed.
- Preparing reports and analyze data to self-understand and assist in management decisions.
- Providing supervision and motivation of staff to foster competitive performance.
- Ensuring efficient and productive handling of inbound call volumes.
- Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
- Maintaining knowledge of all programs/projects the inbound unit supports.
- Assisting staff with questions pertaining to the products and services offered by the client.
- Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
- Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.
- Fostering career advancement of the team members within the project or lateral movement.
- Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.
- 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.
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 1+ years of experience in Customer Service in exceeding metrics and leading individuals to success within a BPO setting.
- A bilingual English (B2+ level) and native Arabic speaker.
- Strong communication and interpersonal skills.
- Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor’s degree.
- You infuse joy and humor wherever possible, making work genuinely fun for yourself and those around you.
- Analytical, efficient and thorough.
- Proficiency with technology, especially computers, software applications, and phone systems.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ARE Work-at-Home
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
R1581813
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Cashier
Black & Grey HR,
Dubai
1 minute ago
Black & Grey HR is hiring for a prestigious client renowned for crafting high-precision machinery tailored to the jewellery manufacturing sector. As pioneers in this niche industrial space, the company is known for its engineering excellence, customer-centric approach, and top-tier product innovation. To strengthen their retail operations, they’re seeking a trustworthy and meticulous Cashier who can manage front-desk transactions while...

Client Advisor
Prada Group,
Dubai
12 hours ago
Job description:JOB PURPOSE To be the “ambassador” who convey and promote the Brand philosophy and Values to the final Clients guiding them into the world of the Brands. As such, to be responsible to maximize the individual and team sales, providing an extraordinary and memorable luxury customer experience placing the Client above all, discovering their needs and expectations, fostering meaningful...

Training Specialist - Inside Sales
dubizzle,
Dubai
17 hours ago
Bayut & dubizzle have the unique distinction of being iconic, homegrown brands with a strong presence across the seven emirates in the UAE. Connecting millions of users across the country, we are committed to delivering the best online search experience.As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength...
