Call Centre Team LeadManager

NEW JOB Were HIRING! Call Centre TEAM LEAD / MANAGER Sharjah : Our client a leading IT & Security leader who provides premier management technical and professional services in the fields of Information Technology and Security Systems to help clients successfully manage complex businesses projects and facilities is looking to speak with Call Centre professionals that are considering a move.

Role Objective

Overseeing and leading the day day operations to ensure they meet or exceed performance and service quality goals; this role involves managing a team of call centre agents and the Site Support Team. You will be responsible for implementing strategies aimed at enhancing customer service operational efficiency and staff development.

In addition you will be expected to act as a bridge between the client and internal cross functional teams serving as the point of contact for all EPM related concerns.

Key Responsibilities / Accountabilities

• Lead mentor and motivate a call centre and site support team fostering a positive and productive work environment.
• Set performance goals and expectations for the team and provide ongoing feedback and coaching to ensure targets are met.
• Implement quality assurance programs and performance improvement plans to enhance the quality of customer interactions.
• Plan and manage staffing levels, schedules and workforce allocation to meet service level agreements (SLA) and operational requirements.
• Develop and deliver periodic internal training programs for call centre agents focusing on product knowledge, customer service skills and call handling techniques.
• Develop and deliver periodic internal training programs for the Site Support Team to enable them to better perform their job onsite.
• Implement cost saving measures while maintaining high quality service.
• Use data driven insights to make informed decisions and implement strategies.
• Stay current with call centre technologies and trends to optimize operations.
• Ensure that all customer interactions are handled professionally and in a manner that consistently delivers exceptional service.
• Preparing ad hoc reports to management and customer whenever required.
• Managing and updating stock inventory.
• Working with individuals or teams from different functional areas or departments together to achieve common goals and objectives.
• Maintaining strict confidentiality.
• Perform additional responsibilities that may be added from time to time depending on organizational requirements.

Qualifications

Required Experience: Manager