contact center team lead

Big Fish Recruitment

The Role
 We are currently seeking an experienced Contact Center Supervisor for one of our clients in Saudi Arabia which is one of the leading urban destinations in the Kingdom. The role is based in Mekkah. The Contact Center Supervisor is to lead, coach, and manage a team of Contact Center Agents responsible for handling inbound and outbound visitor interactions through phone, chat, email, and social media. The Contact Center Supervisor ensures service excellence, adherence to performance standards, and optimal team productivity while maintaining a positive work environment that supports continuous improvement and a superior visitor experience.
 
Requirements
 Qualifications, Skills & Competencies Education & Certification - Minimum: Bachelor’s Degree in Business Administration, Tourism, Hospitality, Communications, or a related field. - Preferred: Certification in Contact Center Management, Customer Experience, or Leadership Training. Experience - 3–5 years of experience in a contact center environment, with at least 2 years in a supervisory or team lead role. - Proven experience managing inbound and outbound teams, preferably within tourism, hospitality, or destination services. - Hands-on experience with Contact Center and CRM software (e.g., Cisco, Genesys Salesforce, Zendesk ). Technical Skills - Strong working knowledge of CRM systems, call routing, and reporting dashboards. - Proficient in MS Office Suite (Excel, PowerPoint, Word, Outlook). - Ability to interpret analytics and performance data.
 
About the company
 Service Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs. Knowledge Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term. Care At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, that's why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.

Contact Center Supervisor

<div>
 
 We are actively hiring for International Process (Operations - Team Leader) 🚀
 
 
 
 
 
 Job description
 
 
 👩 💼 Designation- Team Lead
 
 
 🌎 Location- Mumbai (Goregaon )
 
 
 💸 Salary - 7 LPA -7.5 Lpa
 
 
 ⏲️ Shift- 24x7 Rotational Shift (Including Night Shifts)
 
 
 5 Days Working with 2 rotational week offs
 
 
 
 
 
 🏃 &male;️ ➡️️ Immediate Joiners Preferred 🏃 &female;️
 
 
 
 
 
 Responsibilities-
 
 
 
 
 
 * Customer Service, Customer Support, and Customer Service Management skills
 
 
 * Experience in achieving and maintaining high levels of Customer Satisfaction
 
 
 * Excellent verbal and written Communication skills
 
 
 * Experienced in Banking,cards and Dispute domain.
 
 
 
 
 
 * Manage a team of agents to achieve daily targets, ensuring high levels of customer satisfaction and service quality.
 
 
 * Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs to maintain operational efficiency and effectiveness.
 
 
 * Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.
 
 
 * Collaborate with other teams to resolve issues related to rostering, contact center operations, BPO operations, call center operations, team handling, TL responsibilities.
 
 
 * Ensure compliance with company policies and procedures while driving business growth through innovative solutions.
 
</div>

Operations Team Lead

Abacus Outsourcing

Company Description: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.Job Summary:Abacus Consulting&mdash;BPO is hiring a Team Lead for Jazz Cash Social Media in Islamabad. This role requires leadership, problem-solving, and people-management skills to ensure smooth operations, employee engagement, and achievement of business objectives.Key Responsibilities:<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>Develop and implement social media strategies across platforms (Facebook, Instagram, LinkedIn, etc.)</li><li>Monitor and report on campaign performance, optimising based on data</li><li>Collaborate with marketing and design teams for brand consistency</li><li>Engage with the community and manage content calendars</li><li>Stay updated on trends and social media tools</li></ul>What you&rsquo;ll bring:<ul><li>Bachelor&rsquo;s in Marketing/Communications (or related)</li><li>2+ years of Social Media Management experience</li><li>Strong communication and organisational skills</li><li>Proficiency with tools like Hoot-suite, Buffer, etc.</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>Working Hours:<ul><li>Rotational shifts (9 Hours)</li><li>Weekly 2 offs</li></ul>Benefits:<ul><li>Benefits:</li><li>Market-competitive salary</li><li>Medical insurance</li><li>Career advancement opportunities</li><li>Collaborative and dynamic work environment</li></ul>Location: <ul><li>Islamabad.</li></ul>Job Type: Full-timePay: Rs70,000.00 - Rs80,000.00 per monthWork Location: In person

Team Lead-BPO

EmiraTalent

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

Call Centre Team LeadManager

51Talk Headquarters

<div>
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead, mentor and manage the team to achieve and exceed monthly reservation rate and attendance rates targets and KPIs.
 </li>
 <li>
 Monitor and assess team performance, providing regular feedback and implementing strategies to enhance effectiveness.
 </li>
 <li>
 Conduct calls to prospective customers to promote and sell our products and services.
 </li>
 <li>
 Handle customers&lsquo; inquiries and convert them into sales opportunities.
 </li>
 <li>
 Understand customer needs and requirements to provide appropriate solutions .
 </li>
 <li>
 Follow up on marketing leads and maintain accurate and up-to-date records of all activities in the CRM system.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Proven experiences as a customer service manager or in a similar supervisory role.
 </li>
 <li>
 Strong understanding of customer relationship and sales management.
 </li>
 <li>
 Ability to motivate and drive a team to achieve targets.
 </li>
 <li>
 Excellent leadership, communication, and interpersonal skills.
 </li>
 </ul>
 
 
 
 
 Working hour: Sunday - Thursday 12PM - 9PM, Saturday 12PM-4PM
 
 
 Office address: 1st Floor, 7Z, Etisalat Club Rd, Ezbet Fahmy, El Basatin, Cairo Governorate 4234302
 
</div>

Customer Service Team Lead

Gourmet Foods International

<div>Job Overview
This position oversees all areas of the Customer Service Department and Sales Desks while supporting general office management functions. The role ensures smooth daily operations, effective team performance, and consistent service delivery to both internal partners and customers.
What does your day look like?
Some of your duties may include:<ul><li>
Managing and participating in all new-hire training for Customer Service and Sales Desk team members.</li><li>
Coordinating and overseeing cross-training within the department to ensure coverage and operational continuity.</li><li>
Reviewing Power Integrator reports throughout the day to identify electronic order exceptions and working with coordinators or customers to resolve issues.</li><li>
Reviewing duplicate order reports to identify and resolve potential problems.</li><li>
Reviewing daily operational reports with CSRs, including daily sales, return sheets, ZZ reports, and shortage reports.</li><li>
Running and reviewing afternoon reports highlighting items below cost and potential foodservice shortages.</li><li>
Troubleshooting order and delivery issues related to daily delivery routes and collaborating with Transportation to resolve them.</li><li>
Providing desk coverage as needed, including entering orders, answering phones, and responding to order status inquiries from sales representatives and customers.</li><li>
Maintaining and updating Customer Service procedures and reference materials, including sales representative listings, territories, phone lists, account minimums, route cut-off sheets, and special handling procedures.</li><li>
Communicating general office announcements, procedural updates, and policy changes.</li><li>
Reviewing employee timesheets and online time clock entries.</li><li>
Approving and submitting vacation and sick time and reconciling time-off records in the ADP system.</li><li>
Managing office operations, including copier supplies, maintenance calls, and reconciliation of copier statements.</li><li>
Reconciling weekly and monthly vendor invoices.</li><li>
Coordinating logistics for General Sales Meetings, including space procurement, hotel accommodations, handouts, and follow-up tasks.</li><li>
Supporting miscellaneous divisional responsibilities, including processing pickup requests, billing specialty vendor orders, and assisting with general CSR support needs.</li></ul>
Things you need to be able to do:<ul><li>
Communicate clearly and effectively, both verbally and in writing.</li><li>
Use Microsoft Word, Excel, Access, and Outlook proficiently.</li><li>
Work comfortably with order entry and inventory management systems.</li><li>
Analyze reports and data to identify issues and opportunities for improvement.</li><li>
Manage multiple priorities while maintaining accuracy and organization.</li></ul>
Things that are a plus but not a deal-breaker:<ul><li>
Strong team-building and delegation skills.</li><li>
Management experience supporting planning, training, and process improvement.</li><li>
Experience with customer complaint tracking systems and feedback programs.</li><li>
Ability to work independently with minimal supervision.</li></ul>
What we think you&rsquo;ll love about Gourmet Foods International:<ul><li>
Stay Active: Engage in fast-paced, dynamic work that keeps each day moving.</li><li>
Career Growth: College tuition reimbursement and advancement opportunities.</li><li>
Learning Culture: Work with evolving systems, technology, and specialty food products.</li><li>
Team Environment: Join a supportive, collaborative team that values communication and teamwork.</li></ul>
SCHEDULE: Monday through Friday form 8:00 am to 5:00 pm
What else can we offer?
Gourmet Foods Benefits include Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Short-Term Disability, Long-Term Disability, and Accident Insurance. We also offer a 401(k) with matching contributions, Profit Sharing, Competitive Salaries, Flexible Paid Time Off (PTO), Paid Holidays, Free College Tuition, PAID Parental Leave, Professional Development Programs, opportunities to grow within the Company, Employee Discounts, and a Referral Bonus.
GFI is a drug-free employer. You voluntarily consent to a pre-employment drug screen, and a background check will be conducted as part of the hiring process. Background checks can include, but are not limited to, previous employment, education, and criminal records.</div>

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

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