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Job Description

Job Description – Call Center Team Leader

Owner: Head of HR & Admin

Department: HR & Admin

Quality Assurance Department Page 1 | 2

Position Call Center Team Leader Grade TBA

Department Call Center Location UAE, KSA, EG

Reporting Structure

Reports to: Call Center Supervisor / Call Center Manager

Direct Reports: Call Center Agent

Job Purpose

Provide leadership and development for the Call Center team and the delivery of business objectives,

whilst ensuring that the customer satisfactions are met within timeline and as per the company


Job Description

Responsible for the team activities and work volume of Call Center in attending to

incoming/outgoing customer enquiries and the resolution of issues raised in order to provide

optimal service delivery.

Job Accountabilities Linked to Objectives


 Ensure customer service standards are consistently met

 Provide guidance and support to the Call Center Agents when dealing with customer inquiries and

 Monitor all staff levels and liaise with management regarding any adjustments required

 Recommend process improvements

 Assist in scheduling rosters to meet anticipated business requirements.

 Support the Call Center metrics through coaching, modeling behaviors and technical expertise

 Maintain Call Center documentation related to attendance, performance and production

 Support the Call Center Supervisor in all the activities

Communication / Internal / External

Internal : Operations

External: Customers

Minimum Qualification / Experience / Training

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Job Description – Call Center Team Leader

Owner: Head of HR & Admin

Department: HR & Admin

Quality Assurance Department Page 2 | 2

 Bachelor's degree in Business or equivalent

 Minimum 2-3 years of experience in Call Center as a Team Leader

 Strong knowledge in computer and software

 Strong customer service

Technical Knowledge

 Problem solving and analytical skills

 Leadership skills

 Administration and organization skills

 Communication and interpersonal skills

 Ability to organize & prioritize workload & documentation

Behavioral Competencies

 Flexibility to adapt to a fast paced & changing environment.

 High energy

 Detail and multi-task oriented

 Hard worker

Prepared by Human Resources Reviewed by QA

Approved by Senior Director of Logistics Revision No. 2

Last Updates Owner and Department

Reporting Structure Date 17/March/2016

Note: any changes or exceptions to the JD must be approved by Senior Director of Logistics.

Job Details

Job Channel:
Total Positions:
2 Posts
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Job Location:
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
May 20, 2017
Posting Date:
Apr 25, 2017
Show fewer details Read full job description

Q-express - Powered by Souq

Courier/Logistics · 1001-1500 employees - Riyadh