call center team leader

Mars EC

<p><b>Job Title:</b> Team Leader &ndash; Italian &amp; English Speaker</p><p><b>Location:</b> On-site &ndash; 6th of October City<br/><b>Department:</b> Customer Support<br/><b>Experience Level:</b> Minimum 3 Years in a Customer Support Leadership Role</p><p><b>Job Summary:</b></p><p>We are seeking an experienced and motivated <b>Team Leader (Italian-English Bilingual)</b> to manage our team of Italian-speaking customer support agents. The successful candidate will be responsible for leading day-to-day operations, ensuring service quality, monitoring performance metrics, and driving the team toward achieving company targets.</p><p><b>Key Responsibilities:</b></p><ul><li>Supervise and guide a team of <b>Italian-speaking customer support agents</b>, ensuring excellent service quality and adherence to performance goals.</li><li>Monitor daily operations, including call/chat/email performance, customer satisfaction, and agent productivity.</li><li>Conduct <b>regular performance reviews</b>, coaching sessions, and feedback meetings to maintain and improve team performance.</li><li>Prepare and present <b>accurate daily, weekly, and monthly reports</b> on KPIs, productivity, and customer satisfaction metrics.</li><li>Collaborate with management to develop and implement <b>process improvements</b> to enhance customer experience.</li><li>Handle escalated customer issues in both Italian and English, ensuring prompt and professional resolution.</li><li>Maintain a positive and motivating work environment that fosters teamwork, accountability, and continuous learning.</li><li>Ensure the team meets or exceeds <b>set targets and service-level agreements (SLAs)</b>.</li></ul><p><b>Requirements:</b></p><ul><li><b>Fluent in Italian and English</b> (both written and spoken).</li><li><b>Minimum 3 years of experience</b> as a Team Leader or Supervisor in a customer support or call center environment.</li><li>Proven ability to manage, motivate, and develop team members.</li><li>Strong analytical and reporting skills; proficiency with MS Excel or similar reporting tools.</li><li>Excellent communication, problem-solving, and organizational abilities.</li><li>Flexibility to work in a dynamic environment with shifting priorities.</li></ul><p><b>Preferred Qualifications:</b></p><ul><li>Previous experience in a <b>multilingual call center environment</b>.</li><li>Knowledge of CRM or contact center software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).</li></ul><p><b>What We Offer:</b></p><ul><li>Competitive salary package.</li><li>Professional development and growth opportunities.</li><li>Supportive and multicultural work environment.</li></ul><p>Job Type: Full-time</p><p>Pay: E&pound;24,000.00 - E&pound;27,500.00 per month</p>

Team Leader – Italian & English Speaker

VIA Dental Clinic

<p><b>About VIA Dental Clinic</b></p><p>VIA Dental Clinic is one of Turkey&rsquo;s leading dental health tourism providers, offering world-class dental treatments to international patients. As we continue to expand, we are committed to delivering exceptional care, personalized service, and outstanding patient experiences.<br/>We are now looking for a <b>motivated, experienced, and sales-driven Team Leader</b> to join our dynamic call center team.</p><p><b>Your Responsibilities</b></p><ul><li>Lead, coach, and motivate the call center sales team to achieve and exceed sales targets.</li><li>Develop and execute effective sales strategies to attract and convert international patients.</li><li>Manage patient inquiries through phone, email, and online channels with professionalism and empathy.</li><li>Supervise daily operations, ensuring quality standards and CRM accuracy.</li><li>Provide regular performance reports and identify improvement opportunities.</li><li>Collaborate with marketing and operations teams to optimize patient acquisition processes.</li></ul><p><b>What We&rsquo;re Looking For</b></p><ul><li>Minimum <b>2 years of sales experience</b> and at least <b>1 year in a team leader or supervisor role</b> (preferably in health tourism).</li><li>Excellent communication, negotiation, and leadership skills.</li><li>Fluent in <b>English</b> (fluency in <b>French, German, Russian, Italian, or Arabic</b> is a plus).</li><li>Goal-oriented, self-motivated, and capable of managing a fast-paced environment.</li><li>Familiarity with CRM systems and digital communication tools.</li></ul><p><b>What We Offer</b></p><ul><li>Competitive <b>base salary + attractive commission structure</b>.</li><li>High-quality international leads provided by the marketing team.</li><li>Continuous professional training and leadership development.</li><li>A dynamic, multicultural, and growth-oriented work environment.</li><li>Employee benefits and discounts on clinic services.</li></ul><p>&#304;&#351; T&uuml;r&uuml;: Tam zamanl&#305;</p>

Sales Team Leader

Emirates Development Bank (EDB)

<p>Get AI-powered advice on this job and more exclusive features.</p><p><b>Job Purpose:</b></p><p>The Call Center Team Leader is responsible for overseeing daily operations, managing a team of call center agents, ensuring excellent customer service, and optimizing lead conversion. This role also involves handling escalations, ensuring compliance, and collaborating with other departments to enhance overall service quality.</p><ul><li>Answer inbound and make outbound calls to handle customer inquiries and follow-ups.</li><li>Manage and track leads from initial contact to conversion.</li><li>Ensure proper team attendance, scheduling, and shift coverage.</li><li>Handle high-priority Presidential Court requests with urgency and efficiency.</li><li>Manage compliance-related emails and ensure regulatory adherence.</li><li>Communicate with new and existing EDB360 customers via calls and emails.</li><li>Address and resolve customer complaints while identifying trends for improvement.</li><li>Conduct training sessions to enhance agent skills and product knowledge.</li><li>Provide daily team calls report, survey report, and Avaya login report.</li><li>Attend daily meetings with IT, business, and operations teams.</li><li>Generate and analyze monthly reports on performance, T24, and Newgen tasks.</li><li>Collaborate with call center agents and other departments to address operational needs.</li><li>Perform additional tasks as assigned by management.</li><li>Troubleshoot operational challenges and provide strategic solutions for business growth.</li><li>Conduct training sessions and workshops through EDB's Business Lab to empower clients.</li></ul> Leadership Responsibilities: <ul><li>Supervise, coach, and support call center agents in achieving performance targets.</li><li>Ensure adherence to call center protocols, quality standards, and service level agreements.</li><li>Develop and implement strategies to improve customer experience and team productivity.</li></ul> Strategic Responsibilities: <ul><li>Analyze performance metrics and identify areas for operational improvement.</li><li>Develop process enhancements to improve efficiency and service quality.</li><li>Align call center operations with overall business goals and customer engagement strategies.</li></ul> Operational Responsibilities: <ul><li>Manage and Track Leads: Oversee the entire lead management process, ensuring timely follow-ups and conversion into opportunities.</li><li>Supervise Call Center Operations & Team Performance: Monitor daily operations, ensure proper agent scheduling, and handle escalations to maintain service quality.</li><li>Provide Reports & Insights: Generate and analyze daily, weekly, and monthly reports on team performance, call metrics, and customer feedback to drive improvements.</li></ul> Seniority level <ul><li>Mid-Senior level</li></ul> Employment type <ul><li>Contract</li></ul> Job function <ul><li>Customer Service</li></ul> Industries <ul><li>Banking</li></ul><p><b>Abu Dhabi Emirate, United Arab Emirates</b> 7 hours ago</p><p><b>Abu Dhabi Emirate, United Arab Emirates</b> 1 day ago</p><p><b>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates</b> 4 days ago</p><p><b>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates</b> 3 hours ago</p><p><b>Abu Dhabi Emirate, United Arab Emirates</b> 1 week ago</p><p>We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.</p><img src="https://www.jobg8.com/Tracking.aspx?rdlfFN6Y5WwDmawJhJdUmFT9vF2x9XmWq" width="0" height="0" />

Team Leader, Call Center (Outsource)

Concentrix

<div>
 Job Title:
 <br/>
 <br/>
 Team Leader Operations
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
 <br/>
 <br/>
 Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
 <br/>
 <br/>
 <strong>
  Role and Key Responsibilities
 </strong>
 :
 <br/>
 <br/>
 Handle a team of 20 to 30 people. Responsible for New Hire training and Quality audits. This role requires day to day communication directly with the US clients. Report creation and publishing. Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Regularly impart effective coaching to team members, enabling consistent high-performance delivery. Identify performance related issues, develop an action plan for improvement and implement corrective action plans. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. Stay current on internal work processes, policies, and procedures. Attend required manager development training. Promote CNX values- walk the talk and lead by example
 <br/>
 <br/>
 <strong>
  Key skills &amp; knowledge:
  <br/>
  <br/>
 </strong>
 Experience in direct Client interaction will be an added advantage. Willingness to work in a flexible schedule. Healthcare domain knowledge Experience in Billing and Reconciliation; Benefit Access will be an added advantage.
 <br/>
 <br/>
 <strong>
  Educational qualification
 </strong>
 &ndash; Graduation
 <br/>
 <br/>
 <strong>
  Disclaimer:-
  <br/>
  <br/>
 </strong>
 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for &lsquo;recruitment&rsquo;, &lsquo;processing&rsquo; or any other kind of fees in exchange for offer letters from Concentrix.
 <br/>
 <br/>
 Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
 <br/>
 <br/>
 Location:
 <br/>
 <br/>
 IND Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl
 <br/>
 <br/>
 Language Requirements:
 <br/>
 <br/>
 Time Type:
 <br/>
 <br/>
 Full time
 <br/>
 <br/>
 <strong>
  If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
  <br/>
  <br/>
 </strong>
 <strong>
  R1643046
 </strong>
</div>


Team Leader Operations

<div><div><div><p><b>Customer Service and Support
</b></p></div><div><div><div><b>Location</b></div>
<div>Gurugram, India</div></div></div><div></div><div><div><br>
</div><p>Job Title:</p>
Team Leader, Operations<p>
Job Description</p>
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.<h2 class="jobSectionHeader"><b>
Essential Functions/Core Responsibilities</b></h2><ul><li>
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements</li><li>
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly</li><li>
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment</li><li>
Ensure service delivered to our customers meets contractual Key Performance Indicator (&lsquo;KPIs&rsquo;) and financial expectations</li><li>
Communicate expectations to employees and provide timely updates</li><li>
Provide subject matter expertise in handling escalated customer calls as needed</li><li>
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities</li><li>
Stay current on internal work processes, policies and procedures. Attend required manager development training</li><li>
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members</li></ul><p></p><h2 class="jobSectionHeader"><b><br>
Candidate Profile</b></h2><ul><li>
Associate's degree in related field with two to four years of relevant experience preferred</li><li>
Highly motivated individual with skills to develop and coach team members to achieve performance expectations</li><li>
Work well under pressure and follow through on items to completion</li><li>
Strong communication skills, both written and verbal</li><li>
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable</li><li>
Ability to mentor, coach and provide direction to a team of employees</li><li>
Willingness to work a flexible schedule</li></ul><p></p><h2 class="jobSectionHeader"><b><br>
Career Level Description</b></h2><p>
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.</p><h2 class="jobSectionHeader"><b>
&lt;&lt; Philippines ONLY, Additional Description &gt;&gt;</b></h2><ul><li>
Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made</li><li>
Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies</li><li>
Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates</li><li>
Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies</li><li>
Support and manage the program together with other Team Leaders and Managers</li><li>
Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization&rsquo;s policies and applicable legal requirements</li><li>
Manage team members on their performance on a regular basis, and write and deliver performance appraisal.</li><li>
The Team Leader&rsquo;s role is a managerial level position, a position reposed with trust and confidence.</li></ul><h2 class="jobSectionHeader"><b>
Disclaimer
</b></h2><p>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.</p><p>
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.</p><p>
Location:</p>
IND Gurugram - 2nd, 3rd and 4th Flrs, RMZ Infinity<p>
Language Requirements:</p><p>
Time Type:</p>
Full time<p><b>
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the </b><b>Job Applicant Privacy Notice for California Residents</b></p></div></div></div><div></div>

Team Leader, Operations

<div><div><div><p><b>Customer Service and Support
</b></p></div><div><div><div><b>Location</b></div>
<div>Dubai, United Arab Emirates</div></div></div><div></div><div><div><br>
</div><p>Job Title:</p>
Team Leader, Operations<p>
Job Description</p>
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.<h2 class="jobSectionHeader"><b>
Essential Functions/Core Responsibilities</b></h2><ul><li>
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements</li><li>
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly</li><li>
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment</li><li>
Ensure service delivered to our customers meets contractual Key Performance Indicator (&lsquo;KPIs&rsquo;) and financial expectations</li><li>
Communicate expectations to employees and provide timely updates</li><li>
Provide subject matter expertise in handling escalated customer calls as needed</li><li>
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities</li><li>
Stay current on internal work processes, policies and procedures. Attend required manager development training</li><li>
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members</li></ul><p></p><h2 class="jobSectionHeader"><b><br>
Candidate Profile</b></h2><ul><li>
Associate's degree in related field with two to four years of relevant experience preferred</li><li>
At least four years' experience as a Team Leader in a Call Centre in UAE</li><li>
Must be currently based in UAE and available for F2F interviews</li><li>
Native-level Arabic and fluency in English</li><li>
Highly motivated individual with skills to develop and coach team members to achieve performance expectations</li><li>
Work well under pressure and follow through on items to completion</li><li>
Strong communication skills, both written and verbal</li><li>
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable</li><li>
Ability to mentor, coach and provide direction to a team of employees</li><li>
Willingness to work a flexible schedule</li></ul><p></p><h2 class="jobSectionHeader"><b><br>
Career Level Description</b></h2><p>
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.</p><h2 class="jobSectionHeader"><b>
Disclaimer
</b></h2><p>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.</p><p>
Location:</p>
ARE Dubai - Property# BCB2 515, Dubai CommerCity<p>
Language Requirements:</p><p>
Time Type:</p>
Full time<p><b>
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the </b><b>Job Applicant Privacy Notice for California Residents</b></p></div></div></div><div></div>

Abou Ghaly Motors

<div>
 <p>
  <strong>
   Job Summary:
  </strong>
 </p>
 <p>
  The Call Center &amp; Telesales Supervisor is responsible for leading, coaching, and managing a team of agents to deliver exceptional customer service and achieve sales and service targets. The role ensures smooth daily operations, adherence to KPIs and SLAs, and continuous improvement of performance and quality standards. The Supervisor acts as a key link between management and front-line staff, ensuring efficient communication, customer satisfaction, and operational excellence.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities &amp; Duties
  </strong>
 </p>
 <p>
  <strong>
   1. Operations &amp; Service Delivery
  </strong>
 </p>
 <ul>
  <li>
   Oversee daily operations of inbound and outbound call activities.
  </li>
  <li>
   Monitor staffing levels and shift schedules to ensure optimal coverage and minimize missed calls.
  </li>
  <li>
   Ensure agents meet performance KPIs, service quality targets, and productivity goals.
  </li>
  <li>
   Follow up with relevant departments to ensure timely resolution of customer requests and complaints.
  </li>
  <li>
   Maintain compliance with SLAs and operational policies.
  </li>
 </ul>
 <p>
  <strong>
   2. Quality &amp; Performance Management
  </strong>
 </p>
 <ul>
  <li>
   Conduct regular call monitoring and quality evaluations to ensure service excellence.
  </li>
  <li>
   Identify performance gaps and develop action plans for improvement.
  </li>
  <li>
   Contribute to defining, implementing, and enhancing quality standards and service procedures.
  </li>
 </ul>
 <p>
  <strong>
   3. Team Leadership &amp; Coaching
  </strong>
 </p>
 <ul>
  <li>
   Lead, motivate, and coach team members to achieve individual and team objectives.
  </li>
  <li>
   Conduct on-the-job training for new hires and continuous learning sessions for the team.
  </li>
  <li>
   Hold regular team meetings to communicate updates and align on performance expectations.
  </li>
  <li>
   Monitor agent performance and provide constructive feedback to support growth and development.
  </li>
 </ul>
 <p>
  <strong>
   4. Communication &amp; Process Improvement
  </strong>
 </p>
 <ul>
  <li>
   Provide management with insights on operational issues and suggest process improvements.
  </li>
  <li>
   Facilitate open communication channels between teams and management.
  </li>
  <li>
   Escalate critical issues promptly and recommend corrective actions.
  </li>
 </ul>
 <p>
  <strong>
   5. Customer Escalations &amp; Recovery
  </strong>
 </p>
 <ul>
  <li>
   Handle escalated customer complaints and ensure quick and effective resolution.
  </li>
  <li>
   Follow up on unresolved issues and ensure customer satisfaction.
  </li>
 </ul>
 <p>
  <strong>
   6. Planning &amp; Reporting
  </strong>
 </p>
 <ul>
  <li>
   Support in forecasting call volumes and workforce planning.
  </li>
  <li>
   Track daily operational metrics and prepare performance reports for management review.
  </li>
  <li>
   Contribute to the development of operational objectives and action plans.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications &amp; Skills Required
  </strong>
 </p>
 <p>
  <strong>
   Education:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Communications, or a related field.
  </li>
 </ul>
 <p>
  <strong>
   Experience:
  </strong>
 </p>
 <ul>
  <li>
   Minimum 5 years of experience in a contact center or telesales environment, including at least 2 years in a supervisory or leadership role.
  </li>
  <li>
   Proven experience managing both inbound and outbound operations.
  </li>
 </ul>
 <p>
  <strong>
   Skills &amp; Competencies:
  </strong>
 </p>
 <ul>
  <li>
   Fluent English (spoken and written).
  </li>
  <li>
   Excellent communication and interpersonal skills.
  </li>
  <li>
   Strong problem-solving, decision-making, and analytical thinking.
  </li>
  <li>
   Proficiency in MS Office and CRM/call center software tools.
  </li>
  <li>
   Customer-oriented mindset with strong sales acumen.
  </li>
 </ul>
</div>


Customer Service Supervisor

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