Contact Center Team Leader

4 days ago

Amman, Amman, Jordan human resources me Full time 15,000 - 25,000 per year


Job Scope:
Produce regular activity reports for Supervisors and Managers in addition to spotting and addressing issues on behalf of his/her Supervisor, whenever a Supervisor is not present. Motivate agents and make sure that rules of conduct are adhered.
Main Responsibilities:
  • Responsible to meet all agreed to SLAs and performance parameters.
  • Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.
  • Identify areas of concern and under performance and take corrective measures.
  • Foster team member development through motivation and ensuring career advancements.
  • Provide hands on assistance, share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring.
  • Organize, supervise and evaluate the work of assigned staff
  • Manage the operations staff daily activities to ensure overall performance and quality objectives are met.
  • Develop strong relationship with clients Follow up and assure that the providing service to is meeting their expectations.
  • Handle customer complaint calls and ensure that they are resolved.
  • Monitor the submitted agents' attendance, leaves and vacations reports.
  • Set the clients expectation and follow up on their requirements.


Qualifications & Skills:
  • Leadership skills.
  • Time management skills.
  • Handle problems quickly and efficiently.
  • Depth knowledge in contact center KPI.
  •  Microsoft office (Microsoft Word, excel, Outlook and PowerPoint).
  • Very good verbal and communication skills.
  • Experience in handling complex situations.
  • Team spirit, an outspoken team player.
  • A high sense of responsibility and a keen eye for details.
  • Excellent influencing skills.
  • Ability to work under pressure.
  • Patience.
  • Strong verbal and written communication skills in both Arabic and English Language.

Minimum Requirements:
  • Bachelor's Degree in Marketing or any other related field.
  • 3+ years of experience.
  • Training in Customer Relation Management or any related training is a plus.
  • Fluency in English and Arabic.

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