Team Leader – Call Center – Alghanim Industries

  • 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

Posted Date: 2018-08-26
Job Location: Al Farawaniyah, Kuwait
Job Role: Customer Service and Call Center
Company Industry: Retail/Wholesale

Preferred Candidate

Career Level: Management
Nationality: Kuwait
Degree: Bachelor's degree

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