Call Center Team Leader – Alghanim Industries

Position Overview

Team Leader is responsible for ensuring call center objectives are being met by making sure that staffing is optimized, agents are following their schedules, monitoring log-in and break times, and continuously enhancing quality of service provided to customers.

Essential Job Roles:

• Perform regular team meetings to go over performance, objectives and any new campaigns, policies etc…with the team.

• Ensure that the employees follow their schedules properly as designed.

• Handle escalated calls, complaints, questions, and queries as necessary. (Process for escalation and transfer)

• Facilitate cross-functional communication within employees for improved working condition and ensures that CC communication with D&I, SC, GC is efficient.

• Document general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.

• Perform duties of the Call Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels.

• Assist Representative in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims.

• Perform audits on recorded calls to assess quality and report on a regular basis to CC Manager. (As per audit questionnaire and scorecard)

• Track and ensure that all escalated cases are monitored and resolved promptly.

• Ensure that all job cards are properly created with all necessary information.

• Ensure proper and effective training of new agents and approve and be accountable for readiness of new agents to take calls.

• Monitor new agents call performance and take corrective action when necessary.

• Oversee complaint ticket creation and ensure proper adherence to guidelines

Job Details

Date Posted: 2017-07-27
Job Location: Al Kuwait, Kuwait
Job Role: Customer Service and Call Center
Company Industry: Retail/Wholesale

Preferred Candidate

Career Level: Mid Career
Degree: Bachelor's degree

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