contact center team lead

Abacus Outsourcing

<p><b>Company Description:</b></p><p>Abacus has been providing advanced business solutions for more than 35 years to help organizations realize their potential. Our solutions are the result of a convergence of the latest business practices and cutting-edge technologies, and we emphasize the value of working collaboratively with clients.</p><p><b>Job Summary:</b></p><p><b>Abacus Consulting&mdash;BPO is hiring a Team Lead for in Islamabad. </b>This role requires leadership, problem-solving, and people-management skills to ensure smooth operations, employee engagement, and achievement of business objectives.</p><p><b>Key Responsibilities:</b></p><ul><li>Supervise day-to-day activities of the team and ensure adherence to policies, procedures, and KPIs.</li><li>Motivate and coach team members to enhance their skills and productivity.</li><li>Allocate tasks and manage shift schedules as per business requirements.</li><li>Conduct regular team meetings and performance reviews.</li><li>Act as a point of escalation for operational issues and resolve conflicts within the team.</li><li>Monitor and report on campaign performance, optimising based on data</li><li>Stay updated on trends and social media tools</li></ul><p><b>What you&rsquo;ll bring:</b></p><ul><li>Bachelor&rsquo;s (or above)</li><li>Strong communication and organisational skills</li><li>1&ndash;2 years of Team Lead experience in a call center or BPO environment</li><li>Strong knowledge of contact center.</li><li>Proficiency in MS Excel.</li><li>Flexibility to work rotational shifts, 5 days a week</li></ul><p><b>Working Hours:</b></p><ul><li>Rotational shifts (9 Hours)</li><li>Weekly 2 offs</li></ul><p><b>Benefits:</b></p><ul><li><b>Benefits:</b></li><li>Market-competitive salary</li><li>Medical insurance</li><li>Career advancement opportunities</li><li>Collaborative and dynamic work environment</li></ul><p><b>Location: </b></p><ul><li>Islamabad.</li></ul><p>Job Type: Full-time</p><p>Pay: Rs70,000.00 - Rs80,000.00 per month</p><p>Work Location: In person</p>

Team Lead (In-bound Customer Support)

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 - Contact Center
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 As a Contact Centre Team Leader, you&rsquo;ll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
 <br/>
 <br/>
 <strong>
  Essential Functions / Core Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Manage the daily operations and admin as assigned but not limited to
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
  </li>
  <li>
   Actively involved on client calls and ensuring that updates are timely communicated to the team.
  </li>
  <li>
   Working with colleagues to effectively run the Contact Centre operation.
  </li>
  <li>
   Interviewing and hiring of appropriate candidates, as needed.
  </li>
  <li>
   Preparing reports and analyze data to self-understand and assist in management decisions.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Lead and motivate the team
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Providing supervision and motivation of staff to foster competitive performance.
  </li>
  <li>
   Ensuring efficient and productive handling of inbound call volumes.
  </li>
  <li>
   Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
  </li>
  <li>
   Maintaining knowledge of all programs/projects the inbound unit supports.
  </li>
  <li>
   Assisting staff with questions pertaining to the products and services offered by the client.
  </li>
  <li>
   Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
  </li>
  <li>
   Institute creative &amp; innovative Rewards &amp; Recognition activities for enhancing team performance and motivation.
  </li>
  <li>
   Fostering career advancement of the team members within the project or lateral movement.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Manage performance
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.
  </li>
  <li>
   Set objectives and clearly communicate goals and targets that needs to be met every month.
  </li>
  <li>
   Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
  </li>
  <li>
   Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
  </li>
  <li>
   Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
  </li>
  <li>
   Assessing staff capabilities and identifying appropriate development and training opportunities.
  </li>
  <li>
   Setting the appropriate expectations of conduct and professionalism through example.
  </li>
  <li>
   Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
  </li>
  <li>
   Working with other supervisors and management team members to support advisors and maximize customer satisfaction.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Client Management
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Effectively managing and strengthening relationship with the Client representative/s.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  CANDIDATE PROFILE
  <br/>
  <br/>
 </strong>
 Firstly, you are a people person and a reliable teammate. You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member. You have a passion for customer service and getting it right for our client/s.
 <br/>
 <br/>
 <ul>
  <li>
   You have 1+ years of experience in Customer Service in exceeding metrics and leading individuals to success within a BPO setting.
  </li>
  <li>
   A bilingual English (B2+ level) and native Arabic speaker.
  </li>
  <li>
   Strong communication and interpersonal skills.
  </li>
  <li>
   Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor&rsquo;s degree.
  </li>
  <li>
   You infuse joy and humor wherever possible, making work genuinely fun for yourself and those around you.
  </li>
  <li>
   Analytical, efficient and thorough.
  </li>
  <li>
   Proficiency with technology, especially computers, software applications, and phone systems.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Disclaimer
  <br/>
  <br/>
 </strong>
 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.
 <br/>
 <br/>
 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.
 <br/>
 <br/>
 Location:
 <br/>
 <br/>
 ARE Work-at-Home
 <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>
  R1581813
 </strong>
</div>


Team Leader - Contact Center

Qatar Airways

<div><div><div><div><div><div><div><div>Job title
</div><div>Lead Real Time Agent - Contact Centre Doha
</div></div><div><div>Ref #
</div><div>227547
</div></div><div><div>Location
</div><div>Qatar - Doha
</div></div><div><div>Job family
</div><div>Customer Service
</div></div><div><div><ul><li>Closing date: 28-Oct-2025</li></ul><br>
</div></div></div></div></div><div><div><div><div><div><p><b>About the role:</b></p><p>
We are recruiting for a Lead Real-Time Agent to be based in our Contact Centre Doha.</p><p>
The successful applicant will ensure proper and effective utilization of manpower resources to maximize efficiency and achieve predefined KPI&rsquo;s. You will coordinate with all departments to maintain Service Level and ensure targets are achieved. You possess strong responsibility to optimize cross-skilling for voice as well as non-voice tasks, activation of staffing on demand measures by anticipating market and service affecting influence. You will deliver outstanding service to all interfacing department, representing business needs and helping stakeholders achieve strategic goals aligned to Customer Centre Needs.</p><p><b>
Your specific responsibilities includes:</b></p><ul><li>
Real time steering and skilling of Customer Services Agents (CSA) driven by the real time trends to meet defined performance targets daily (Service levels, abandoned percentage, average handling time, Occupancy, Average speed of answer and queue accessibility) and achieve performance consistency based on business requirements.</li><li>
Real-time resource for voice and non-voice tasks for efficient resource optimization and blending.</li><li>
Manage non-voice queue maintaining productive and service level goals.</li><li>
Identify intraday trends as they develop and recommend the impact on resources and KPI&rsquo;s to the business units.</li><li>
Balance service delivery along with site occupancy.</li><li>
Acts as an interface between site internal departments as well as to other QR CCC locations and HO.</li><li>
Break optimization and re-scheduling of daily exceptions to meet scheduling requirements.</li><li>
Covert information provided by management team about internal and external service impacting activities to utilize real-time resource adjustments.</li><li>
Report and highlight abirritation against any KPIs on real time, through reporting and escalation matrix.</li><li>
Tracking daily attendance for the center along with reporting late logins.</li><li>
Maintain real time management information dashboards.</li><li>
Real time and Ad hoc report showcasing real time performance, shrinkage and trends.</li><li>
Regularly analyze data and provide insight to scheduling and planning team to optimize performance and productivity.</li><li>
Coordinate with IT related to any contact centre application or call related incident.</li><li>
Monitor overall officer adherence to work schedule to improve availability to customers and alert supervisors of scheduled non-adherence in real-time.</li><li>
Handle agents daily break schedule, schedule swaps and during low-call volume work with supervisor to request agents to leave early or allocate resources to alternative tasks.</li><li>
ID creation, skill reconciliation, maintenance of skill matrix.</li><li>
Act as a local operational representative for TEC (Telephonic Emergency Centre).</li><li>
Perform other department duties related to hir/her position as directed by the Head of the department.</li></ul><p></p><p><b><br>
Be part of an extraordinary story:</b></p><p></p><p><br>
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.</p><p>
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what&rsquo;s never been done before.</p><p>
Together, everything is possible</p>
</div></div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualifications
</b></h3></div></div><div><div><div><div><p><b>About you:</b></p><p>
The successful candidate will have:</p><br>
<ul><li>
Relevant High school qualification with minimum 3 years of job-related experience or bachelor's degree with minimum 2 year of job-related experience.</li><li>
Knowledge in Customer Contact Centre Operations Management.</li><li>
Strong MS-Office and reporting experience.</li><li>
Ability to analyze the performance data and statistics</li><li>
Willing to work in shift</li><li>
Multi-task in an often-pressurized environment.</li><li>
Ability to influence leadership, work with people and drive toward common solutions and issue resolutions.</li><li>
Strong communication skills (good written and spoken English)</li></ul><p></p><p><b><br>
About Qatar Airways Group:</b></p><p></p><p><br>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.</p><p>
So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.</p><p></p><p><b><br>
How to apply</b></p><p></p><p><br>
If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.</p><br>
</div></div><div></div><div><div><br>
<div><b>About Qatar Airways Group
</b></div><br>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.<br>
<br>
So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.<br>
</div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=227547</div></div></div></div></div></div></div></div>

Lead Real Time Agent - Contact Centre Doha

<div><div><b>Position Overview</b></div><div><br>
<b>
DHL Group</b> the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are:<b> Connecting People</b>. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.</div><div></div><div><br>
We are seeking a dedicated <b>Team Lead Call Center</b> to support and guide our customer service agents in providing exceptional email support to our global customer base. This role involves overseeing the handling of customer inquiries, ensuring the resolution of shipment-related issues, and maintaining accurate documentation in our CRM system. You will also support your team in utilizing translation tools to effectively serve customers in the German speaking market.</div><div></div><div><b><br>
Key Responsibilities:</b></div><div><ul><li>
Lead a team in the Customer Service Email Support Front Office area.</li><li>
Act as a link between site management and the team</li><li>
Support personnel matters and moderate team meetings and complex cases</li><li>
Develop and implement concepts independently</li><li>
Plan, coordinate, and ensure task completion within the team</li><li>
Analyse data and reports and deliver respective measures</li><li>
Maintain professional relationship and stakeholder management</li><li>
Report directly to site management</li></ul></div><div><b>
Required Qualifications:</b></div><div><ul><li>
Education: Completed customer service training or degree with relevant qualification</li><li>
Experience: Several years of professional experience and initial leadership experience</li></ul><b>
Skills:</b><br>
<ul><li>
5+ years working experience in the corporate office environment</li><li>
3+ years proficiency in common Microsoft-office applications</li><li>
2+ years user knowledge of Salesforce and SAP applications</li><li>
Experience in B2BC commercial business processes (e.g. CRM, contract life cycle management) preferred</li><li>
Independent, structured, and responsible working style</li><li>
Analytical and conceptual skills</li><li>
Organizational skills and enthusiasm for teamwork</li><li>
Excellent communication and negotiation skills</li><li>
Flexibility and willingness to take on new topics and projects</li><li>
High commitment, enthusiasm, and strong social competence</li></ul></div><div><b>
Working Conditions</b></div><div><ul><li><b>
Schedule:</b> Standard Indian business hours.</li><li><b>
Work Options: </b>Onsite only.</li><li><b>
Global Coverage: </b>May require occasional work outside standard hours.</li><li><b>
Performance Metrics: </b>Success measured by response time, resolution rate, and customer satisfaction scores.</li></ul></div><div><b>
Benefits</b></div><ul><li> <b>Annual Leave:</b> 42 days off apart from Public / National Holidays.</li><li> <b>Medical Insurance:</b> Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.</li></ul></div><div></div>

Team Lead Customer Service Email Support Front Office

Mashreq

<div>
 <p>
  Job Purpose
 </p>
 <p>
 </p>
 <p>
 </p>
 <p>
  The Head of Contact Center will lead, manage, and optimize the operations of the bank's contact center, which includes both voice and chat support channels. The role will be responsible for ensuring exceptional customer experience, driving operational efficiency, and achieving service level targets. This position involves strategic planning, leadership, and direct management to design and execute initiatives aimed at improving customer satisfaction and supporting business growth. The role includes implementing a digital-first approach to ensure customers have effective experiences on digital self-service channels.
 </p>
 <p>
 </p>
 <p>
  Key result Areas
 </p>
 <p>
 </p>
 <p>
 </p>
 <ol>
  <li>
   Develop and implement the contact center&rsquo;s strategic roadmap to enhance customer service quality and operational efficiency.
  </li>
  <li>
   Focus on improving the digital adoption of customer service channels and oversee overall satisfaction with experiences provided by live agents and digital platforms.
  </li>
  <li>
   Design and own digital self-service journeys like IVR, Chatbot and other digital customer service channels.
  </li>
  <li>
   Manage daily, weekly and monthly reporting for contact center and all digital channels.
  </li>
  <li>
   Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
  </li>
  <li>
   Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
  </li>
  <li>
   Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
  </li>
  <li>
   Work with cross-functional teams to use the voice of the customer coming at the contact center to improve channel experience, adoption, and overall product customer journeys.
  </li>
 </ol>
 <p>
 </p>
 <p>
  Knowledge, Skills and Experience
 </p>
 <p>
 </p>
 <p>
 </p>
 <ol>
  <li>
   Bachelor's degree in Business, Management, or a related field; Master's degree is a plus
  </li>
  <li>
   Fluent with excel and power point.
  </li>
  <li>
   Minimum of 8-10 years of experience in contact center management in a banking or financial services environment.
  </li>
  <li>
   Strong knowledge of contact center technologies, AI-Bots including CRM, telephony, and chat systems coupled with regulatory requirements.
  </li>
  <li>
   Demonstrated leadership skills with experience in managing large teams.
  </li>
  <li>
   Strong analytical skills and experience with performance metrics, reporting, and data analysis.
  </li>
  <li>
   Excellent communication and interpersonal skills, with a customer-centric mindset.
  </li>
  <li>
   Ability to work under pressure and adapt to changing business needs.
  </li>
  <li>
   Understanding of regulatory requirements related to banking customer service in Pakistan.
  </li>
  <li>
   Experience in digital customer support (e.g., chat, social media) is highly desirable.
  </li>
  <li>
   Strong understanding of the banking industry in Pakistan and customer behavior.
  </li>
  <li>
   Proficiency in both English and Urdu; knowledge of other regional languages is an advantage
  </li>
 </ol>
 <p>
 </p>
</div>


Head of Contact Centre (Mashreq Digital Bank of Pakistan)

noon

<div>
 <p>
  <strong>
   About noon
  </strong>
 </p>
 <p>
  We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Manager, Quality, Training &amp; CSAT Lead who can help us move even faster.
 </p>
 <p>
  <br/>
 </p>
 <p>
  noon&rsquo;s mission: Every door, every day.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What you'll do:
  </strong>
 </p>
 <p>
  Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Quality, Training &amp; CSAT Lead for the Frontline Customer Service Team is responsible for establishing and maintaining the benchmark for high-quality customer interactions across all contact center channels (voice, chat, email). This role directly drives improvements in Customer Satisfaction (CSAT) and first-contact resolution by designing effective training, managing the quality assurance program, and coaching agents to mastery.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   1. Frontline Quality Assurance &amp; Auditing:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Design Quality Framework:
   </strong>
   Develop and manage the Quality Assurance (QA) scorecard and audit process for frontline interactions, focusing on adherence to standard operating procedures (SOPs), soft skills, and compliance.
  </li>
  <li>
   <strong>
    Execute Audits &amp; Calibration:
   </strong>
   Conduct consistent and fair quality audits on a regular basis. Lead daily/weekly calibration sessions with Team Leaders to ensure scoring consistency and alignment on expected interaction quality.
  </li>
  <li>
   <strong>
    Performance Reporting:
   </strong>
   Generate and analyze detailed QA reports to identify individual agent and team-wide areas for improvement, highlighting key quality gaps and the connection to customer behavior.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   2. CSAT and Root Cause Analysis (RCA):
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Own Frontline CSAT:
   </strong>
   Be the key driver responsible for maximizing
   <strong>
    Customer Satisfaction (CSAT)
   </strong>
   and
   <strong>
    First Contact Resolution (FCR)
   </strong>
   metrics for the frontline team.
  </li>
  <li>
   <strong>
    Trend Identification:
   </strong>
   Regularly analyze CSAT feedback, comments, and low-scoring survey results to determine the underlying root causes (e.g., product issues, process confusion, or training deficiencies).
  </li>
  <li>
   <strong>
    Action Planning:
   </strong>
   Translate quality and CSAT data insights into clear, measurable action plans for frontline team leaders to implement with their respective teams.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   3. Training, Upskilling &amp; Coaching:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    New Hire Training:
   </strong>
   Own the soft skills and process training component of the new hire onboarding program, ensuring all agents are equipped to meet quality standards before taking live contacts.
  </li>
  <li>
   <strong>
    Targeted Upskilling:
   </strong>
   Design and deliver focused training modules to address identified quality and performance gaps, covering essential skills like active listening, rapport building, clear explanation of complex policies, and efficient navigation of support tools.
  </li>
  <li>
   <strong>
    On-the-Floor Coaching:
   </strong>
   Partner with Team Leaders to provide real-time, side-by-side coaching and constructive feedback to agents based on QA and CSAT results, helping them master critical interaction skills.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   4. Documentation &amp; Process Improvement:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Knowledge Management:
   </strong>
   Ensure all procedural documentation, talking points, and frontline scripts are accurate, up-to-date, and optimized for speed and clarity in the contact center environment.
  </li>
  <li>
   <strong>
    Feedback Loop:
   </strong>
   Establish a formal, continuous feedback loop with Operations, Product, and Content teams to proactively address and resolve systemic issues that negatively impact frontline performance and customer experience.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What you'll need:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Experience:
   </strong>
   5+ years of experience in a high-volume
   <strong>
    Contact Center
   </strong>
   setting, with a minimum of
   <strong>
    1 year focused directly on Quality Assurance, Coaching, or Training roles.
   </strong>
  </li>
  <li>
   <strong>
    Contact Center Tools:
   </strong>
   Strong working knowledge of standard contact center technologies, including
   <strong>
    CRM, Quality Monitoring Software, and Learning Management Systems (LMS).
   </strong>
  </li>
  <li>
   <strong>
    Training Acumen:
   </strong>
   Proven ability to create engaging training content and deliver impactful coaching sessions to large groups and individuals.
  </li>
  <li>
   <strong>
    Analytical Skills:
   </strong>
   Strong ability to read, interpret, and action data from performance dashboards (CSAT, QA scores, AHT) to identify actionable coaching opportunities.
  </li>
  <li>
   <strong>
    Soft Skills:
   </strong>
   Excellent verbal communication, written skills, and a demonstrated ability to motivate, lead, and positively influence frontline staff and management.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Who will excel?
  </strong>
 </p>
 <ul>
  <li>
   We&rsquo;re looking for people with high standards, who understand that hard work matters.
  </li>
  <li>
   You need to be relentlessly resourceful and operate with a deep bias for action.
  </li>
  <li>
   We need people with the courage to be fiercely original.
  </li>
  <li>
   noon is not for everyone; readiness to adapt, pivot, and learn is essential.
  </li>
 </ul>
</div>


Manager - Quality, Training, and CSAT

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