Call Center Team Leader – Alghanim Industries

Job Listing No: 9740000

Call Center Team Leader – Alghanim Industries

Position Overview

Team Leader is responsible for ensuring call center objectives are being met by making sure that staffing is optimized, agents are following their schedules, monitoring log-in and break times, and continuously enhancing quality of service provided to customers.

Essential Job Roles:

• Perform regular team meetings to go over performance, objectives and any new campaigns, policies etc…with the team.

• Ensure that the employees follow their schedules properly as designed.

• Handle escalated calls, complaints, questions, and queries as necessary. (Process for escalation and transfer)

• Facilitate cross-functional communication within employees for improved working condition and ensures that CC communication with D&I, SC, GC is efficient.

• Document general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.

• Perform duties of the Call Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels.

• Assist Representative in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims.

• Perform audits on recorded calls to assess quality and report on a regular basis to CC Manager. (As per audit questionnaire and scorecard)

• Track and ensure that all escalated cases are monitored and resolved promptly.

• Ensure that all job cards are properly created with all necessary information.

• Ensure proper and effective training of new agents and approve and be accountable for readiness of new agents to take calls.

• Monitor new agents call performance and take corrective action when necessary.

• Oversee complaint ticket creation and ensure proper adherence to guidelines

Job Details

Date Posted:2017-07-27
Job Location:Al Kuwait, Kuwait
Job Role:Customer Service and Call Center
Company Industry:Retail/Wholesale

Preferred Candidate

Career Level:Mid Career
Degree:Bachelor’s degree

Apply for this job.




ADVERTISEMENTS



Similar Jobs For "Call Center Team Leader – Alghanim Industries"



 Jobs by Indeed job search

Technical Service Representative, Full-time

Company: AkzoNobel
Location: Kuwait
We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index.... To apply for this job vacancy in AkzoNobel you must be qualified and you should prepare the required documents, click on the job link for more details.
Posted 2 days ago

Customer Service Representative

Company:
Location: Kuwait City
Customer Service and Call Center. Ensure accuracy of the information provided to customers, request support from Team Leader if required.... To apply for this job vacancy you must be qualified and you should prepare the required documents, click on the job link for more details.
Posted 3 days ago

Facilities Group Manager

Company: CAE Inc.
Location: Kuwait City
CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets.... To apply for this job vacancy in CAE Inc. you must be qualified and you should prepare the required documents, click on the job link for more details.
Posted 3 days ago

Customer Support Representative/Leader

Company:
Location: Al-Jahrā'
As a Team Leader. Knowledge of call center dynamics. As a Team Leader you will be responsible for a team of Customer Service Representatives to ensure policies... To apply for this job vacancy you must be qualified and you should prepare the required documents, click on the job link for more details.
Posted 5 days ago

Account Executive - Associate

Company: SAP Middle East & North Africa
Location: Kuwait City
SAP Research has highly skilled teams in 11 research centers worldwide. Today, as a market leader in enterprise application software, we remain true to our... To apply for this job vacancy in SAP Middle East & North Africa you must be qualified and you should prepare the required documents, click on the job link for more details.
Posted 6 days ago






Note: This job listing with titled "Call Center Team Leader – Alghanim Industries" was indexed from different job portals. This job might be expired or closed for accepting CV's so we suggest to browse it from the new jobs menu of this site. Our website is an open community website for assisting job seeker so if you found some broken links or error in our site don't hesitate to contact us to fix the issue. Thank you for using our free services.