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
guidelines.
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
KEY RESPONSIBILITIES
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.