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Call center team lead

1 month ago

Manama, Manama, Bahrain RESO Full time
We are looking for a Call Center Team Leader to join our growing team and take charge of delivering exceptional performance through coaching, support, and day-to-day management. Key Responsibilities: Lead, motivate, and supervise a team of call center agents to meet and exceed performance targets. Monitor call quality and ensure customer service standards are maintained. Provide regular coaching, feedback, and performance reviews to enhance team productivity. Handle escalated customer inquiries and resolve complex issues efficiently. Coordinate schedules, manage shift coverage, and ensure smooth workflow within the team. Prepare reports on KPIs, call metrics, and team performance. Requirements: Minimum 3 years of experience in a call center environment, with at least 1 year in a supervisory or team leader role. Strong leadership, communication, and interpersonal skills. Ability to analyze performance data and implement improvement strategies. Proficient in CRM systems and call center tools. Fluent in English and Arabic (both written and spoken).
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