Call Center Team Leader (Male) – Bilingual (Arabic & English)

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.

Job Type: Full-time