call center team leader

Alba Corp

Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met. <ul> <li>Monitor call queues, handle escalated issues, and step in to support agents when necessary.</li> <li>Conduct regular performance evaluations and coach team members for continuous improvement.</li> <li>Analyze call center metrics to identify trends and implement process enhancements.</li> </ul> Lead daily team briefings and encourage open dialogue for feedback and idea sharing. <ul> <li>Foster a positive, team-oriented culture focused on accountability and growth.</li> </ul> Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution. <ul> <li>Develop and execute action plans to improve underperforming metrics.</li> <li>Maintain accurate documentation of team activities, call outcomes, and training records.</li> <li>Provide strategic input on improving customer engagement and operational efficiency.</li> </ul>

Call Center Team Leader

ECCO Gulf Majorel Qatar

<div>Job Description

ECCO Gulf Majorel Qatar is seeking an experienced Call Center Team Leader (Emergency Response) for our team. This role is pivotal in ensuring the efficient operation of our center, providing leadership and guidance to a team of dedicated professionals. The successful candidate will be responsible for managing the day-to-day activities of the team, ensuring that all emergency response protocols are adhered to and that service delivery meets the highest standards.
<ul>
<li>Lead, mentor, and develop a team of Emergency Response Coordinators to ensure they meet performance targets.</li>
<li>Responding to emergency calls and coordinating with the specialized teams to provide the necessary support.</li>
<li>Lead and manage the emergency response team, ensuring readiness and effective response to emergencies.</li>
<li>Monitor daily activities and performance of the Operations Center.</li>
<li>Oversee performance and productivity within the operations center.</li>
<li>Track and evaluate staff performance.</li>
<li>Manage attendance records for shift employees.</li>
<li>Prepare analytical and performance reports.</li>
<li>Manage escalation processes within the operations center for complex or critical cases.</li>
<li>Coordinate with internal departments and external stakeholders as needed.</li>
<li>Monitor display screens and operational dashboards within the center.</li>
<li>Ensure continuous communication with departments, sections, and external entities.</li>
<li>Issue daily, weekly, and monthly reports related to performance and activities.</li>
<li>Ensure adherence to all systems, procedures, and standards related to operational quality.</li>
<li>Maintain information security and ensure that ministry data is not shared with any unauthorized parties.</li>
<li>Participate in internal and external meetings with relevant departments and agencies.</li>
<li>Handle emergency alerts and notifications received from the Unified Operations Center.</li>
<li>Follow emergency communication protocols through dedicated response systems and channels.</li>
<li>Coordinate with related departments and units within the ministry during event or crisis management.</li>
<li>Collaborate with external authorities when managing incidents and emergencies.</li>
<li>Handle incoming cases or complaints, ensuring they are properly documented and addressed.</li>
<li>Escalate high-priority alerts or complaints to the appropriate entities as needed.</li>
<li>Coordinate among various parties to ensure timely response and resolution.</li>
<li>Perform any other related duties as assigned.</li>
</ul>Required Profile

We are looking for a seasoned professional with a strong background in team management and emergency response. The ideal candidate will possess the following skills and qualifications:
<ul>
<li>Diploma or Bachelor&rsquo;s degree Business management, IT, or relevant field.</li>
<li>Proven 3 years of experience in a Call Center Team Leader (Emergency Response) leadership role, preferably in an emergency response setting.</li>
<li>Strong leadership and team management skills.</li>
<li>Ability to lead change and motivate employees to develop their skills.</li>
<li>Strong analytical and problem-solving abilities.</li>
<li>Ability to work effectively within a team environment.</li>
<li>Excellent communication and interpersonal skills.</li>
<li>Strong skills in customer engagement and service.</li>
<li>Proficiency in English reading, writing, and conversation.</li>
<li>Strong planning and time management abilities.</li>
<li>Ability to motivate and manage staff performance.</li>
<li>Ability to address challenges and propose suitable solutions.</li>
<li>Fluency in Arabic is Mandatory.</li>
<li>Preferably born and raised in Qatar</li></ul></div>

Call Center Team Leader (Emergency Response)

Marriott International

Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CID/Call Center Team Leader

Ceres Group of Company

Call Center Team LeaderFull timeJob Summary:We are seeking a highly motivated and experienced Call Center Team Leader to oversee daily operations and ensure the highest level of customer service. The ideal candidate should have solid experience in the service industry, be proficient in CRM and marketing tools, and excel in customer complaint resolution. This role requires excellent leadership skills, professional communication, and the ability to train and develop team members effectively.Key Responsibilities:&middot; Supervise, mentor, and train call center agents to ensure productivity and service excellence.&middot; Monitor team performance, provide feedback, and implement improvement plans.&middot; Handle escalated customer complaints and resolve issues professionally and efficiently.&middot; Develop and implement strategies to enhance customer satisfaction and service quality.&middot; Prepare performance reports and provide insights to management.&middot; Maintain professional and courteous communication with customers and team members.&middot; Ensure adherence to company policies, procedures, and service standards.Qualifications &amp; Requirements:&middot; Proven experience in a service industry call center, preferably in a leadership role.&middot; Strong knowledge of CRM systems, marketing tools, and Excel.&middot; Excellent and professional communication skills (verbal and written).&middot; Ability to train, mentor, and motivate a team effectively.&middot; Strong problem-solving skills and the ability to handle customer complaints professionally.&middot; Results-driven with the ability to meet and exceed performance targets.&middot; Flexibility to work in a fast-paced environment and adapt to changes.If you meet the qualifications and are passionate about delivering excellent customer service while leading a team, we encourage you to apply!Salary Negotiable!Job Type: Full-timePay: AED4,000.00 - AED 5,000.00 Per MonthJob Type: Full-timePay: AED4,000.00 - AED5,000.00 per month

Call Center Team Leader (UAE Tele-sales Experience Mandatory)

Almajdouie

Summary: A customer service position is available at a women's salon in Dammam, Saudi Arabia. Responsibilities include welcoming clients, coordinating appointments, and ensuring customer satisfaction. Strong communication skills and a friendly demeanor are essential. Previous experience in a similar role is preferred.$1,000 - $1,500 Senior executive 3-5 Years of Experience

Call Center Team Leader Jobs in Dammam

American Hospital Dubai

Oversees the day-to-day operations of the hospital's call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction. Responsibilities Confidentiality & Compliance <ul><li>Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.</li><li>Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.</li><li>Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.</li><li>Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.</li></ul> Operational Excellence <ul><li>Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.</li><li>Monitors calls randomly to improve service quality, minimise errors, and track operator performance.</li><li>Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.</li><li>Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.</li><li>Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.</li><li>Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.</li><li>Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.</li></ul> Staff Supervision & Development <ul><li>Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.</li><li>Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.</li><li>Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.</li><li>Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.</li><li>Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.</li><li>Promotes interdisciplinary collaboration to achieve the best patient outcomes.</li></ul> Qualifications <ul><li>Bachelor's Degree in Business Administration, Healthcare Management, or related field</li><li>Certification in Customer Service, Call Center Management, or a relevant field preferred</li></ul> Professional Experience <ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.</li><li>Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.</li><li>Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.</li><li>Knowledge of hospital operations and appointment scheduling.</li><li>Knowledge of call center systems and telephony platforms.</li><li>Skills in Supervising, Coaching, and Developing teams.</li><li>Skills in Performance Monitoring and Quality Assurance.</li><li>Skills in Effective Communication (English required, Arabic preferred).</li><li>Skills in Conflict Resolution, Counselling, and Disciplinary processes.</li><li>Skills in Analysing Data, Reporting, and Process Improvement.</li><li>Ability to work effectively under pressure in a fast-paced environment.</li><li>Ability to handle confidential and sensitive information with discretion.</li><li>Ability to motivate staff and foster a positive, collaborative team culture.</li><li>Ability to promote and respect diversity in the workplace.</li><li>Ability to support and drive continuous staff development.</li></ul>

Call Center Supervisor

Air Control Home Services

<div>Who We Are

At Air Control Home Services, we&rsquo;re more than a home service company&mdash;we&rsquo;re a team of problem-solvers, innovators, and doers. We go the extra mile for our customers, ensuring peak performance for plumbing, HVAC, and electrical systems. Our call center is the heartbeat of our service operation, and we&rsquo;re looking for a leader who thrives on challenges, figures things out, and pushes results. 
The Big Task

Lead, coach, and inspire a team of call center representatives to exceed booked-call and sales goals. This isn&rsquo;t just about scheduling service calls&mdash;it&rsquo;s about building a culture of ownership, creativity, and results. The right person will be energized by problem-solving, motivated by hitting ambitious targets, and relentless about finding better ways to serve our customers. 

Key Responsibilities
<ul>
<li>Drive Results: Build and execute inbound/outbound call strategies that consistently hit booking and sales targets.</li>
<li>Lead &amp; Motivate: Inspire the team with clear goals, coaching, and accountability, fostering a high-energy, &ldquo;we win together&rdquo; culture.</li>
<li>Innovate: Refine scripts, processes, and training programs&mdash;thinking beyond the obvious to increase conversions and customer engagement.</li>
<li>Coach for Excellence: Monitor calls, provide feedback, and train staff to deliver exceptional service with empathy, urgency, and confidence.</li>
<li>Problem-Solve on the Fly: Address customer issues, staffing challenges, and workflow gaps quickly with a solutions-first mindset.</li>
<li>Be Data-Driven: Regularly present performance reports to senior leadership, highlighting wins, challenges, and creative strategies for improvement.</li>
<li>Plan Ahead: Anticipate business demand and seasonal spikes, ensuring the right staffing and systems are always in place.</li></ul> 


Desired Skills and Experience
<ul>
<li>Minimum 3 years in a leadership role, preferably in a call center or high-volume customer service environment.</li>
<li>A proven track record of delivering results and improving team performance.</li>
<li>A self-starter with a &ldquo;figure it out&rdquo; attitude&mdash;comfortable navigating gray areas, solving problems, and making things happen without waiting for direction.</li>
<li>Strong communicator with the ability to connect with both customers and team members.</li>
<li>Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, results-driven environment.</li>
<li>Tech savvy with Microsoft Office and CRM/call center systems.</li></ul> 


What We Offer:
<ul>
<li>Our top performers are among the highest paid in Mohave County.</li>
<li>Company Paid Health Insurance</li>
<li>Company Paid Short Term Disability</li>
<li>Voluntary Dental/Vision</li>
<li>Voluntary Life Insurance</li>
<li>Supplemental life insurance, and long-term disability available 
</li>
<li>401k Plan with a company match</li>
<li>Paid Time Off</li>
<li>Company Paid Holidays</li>
<li>Ongoing Training 
</li>
<li>A family-oriented culture&mdash;where we support one another, celebrate wins, and have fun along the way.</li></ul> 


Equal Opportunity Employer/E-Verify Employer</div>

Call Center Manager

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