Call Center Team Lead

Summary Overview
Lead a team of call center agents to deliver high-quality customer service, meet KPIs, and improve operational performance.

Key Responsibilities

• Supervise daily team activities: scheduling, shift allocation, attendance and performance monitoring.
• Coach, mentor and develop agents; conduct 1:1s, performance reviews and deliver training sessions.
• Monitor call quality, handle escalations, and ensure adherence to scripts, SLAs and customer service standards.
• Track and report KPIs (AHT, FCR, CSAT, ASA, occupancy); implement improvement plans to meet targets.
• Manage workforce planning and forecasting; optimize staffing to meet service levels.
• Coordinate with QA, workforce management, training and operations to implement process changes.
• Handle complex customer issues and serve as escalation point for frontline agents.
• Prepare daily/weekly/monthly reports and present performance insights to management.
• Support hiring, onboarding and induction of new agents.
• Promote a positive team culture, recognize achievements and manage disciplinary actions when needed.

Required Qualifications

• Bachelor’s degree or equivalent experience.
• 2–4 years call center experience with at least 1 year in a supervisory/team lead role.
• Strong knowledge of call center KPIs, CRM systems (Zendesk, Salesforce Service Cloud, Freshdesk), and telephony platforms.
• Excellent communication, coaching and problem-solving skills.
• Ability to work flexible shifts and manage high-volume periods.

Preferred Qualifications

• Experience in BPO, telco, banking or e-commerce contact centers.
• Familiarity with workforce management tools, QA frameworks and customer feedback analysis.
• Arabic language skills and experience working in Doha/GCC.

نوع الوظيفة: دائم

الراتب المدفوع: QAR١٨٫٠٠ لكل ساعة

موقع العمل: بشكل شخصي