Call Center Team Leader

Job Title: Call Center Team Leader – Insurance Sector

Location: Doha, Qatar

Salary: QAR 4,700 per month

Key Responsibilities

• Supervise call center agents, providing coaching, guidance, and mentorship to meet performance targets.
• Track and evaluate agent performance against KPIs, SLAs, and quality standards, with a focus on the medical industry.
• Handle escalations, resolve customer issues, and ensure inquiries are addressed effectively and professionally.
• Adapt to client requirements and workflow changes, supporting the team in managing fluctuating call volumes.
• Prepare and submit regular reports on team performance, challenges, and achievements to senior management.
• Work closely with management and clients to align service delivery with client-specific needs.

Qualifications:

• Male candidates preferred.
• Bilingual proficiency: Arabic & English (spoken and written).
• Proven experience in a call center leadership role, preferably within BPO, Telecom, or Healthcare sectors.
• Strong communication and interpersonal skills with the ability to inspire and motivate a team.
• Excellent problem-solving and conflict-resolution abilities.
• Familiarity with call center metrics, reporting, and SLAs.
• Ability to multitask, prioritize, and perform under pressure in a fast-paced environment.
• Proficiency in CRM systems and call center software.
• Willingness to work in rotational shifts, including weekends and public holidays.

How to Apply:
Interested candidates are invited to submit their CVs to: apply@dotlynx.ca

Job Type: Full-time

Pay: QAR4,700.00 per month