Supervise call center agents and provide them with support to ensure high performance.
Conduct performance reviews and provide constructive feedback.
Handle escalated customer issues and complaints effectively.
Monitor calls to ensure quality and compliance with standards.
Develop and implement processes to improve efficiency.
Prepare and deliver regular performance reports.
Foster a positive and collaborative work environment.
Perform other related duties as assigned.

Requirements

Bachelor’s degree in any related field.
Minimum of 4 years of experience in a call center environment, including at least 2yearsr in a Team lead role.
Strong leadership, communication, and interpersonal skills.
Proficiency in call center software and Customer Relationship Management (CRM) systems.
Positive mindset, adaptability, and a results-oriented approach.

Working Conditions

Total working hours: 9 hours per day — 8 working hours + 1-hour break.
Shift times may vary based on business needs (rotational shifts).
Two days off per week (rotational schedule).
Work mode: Office-based
Location: Sheikh Zayed
Performance evaluation: based on sales targets, call quality, and attendance.

Benefits

Customer Support Team Leader