ACE Gallagher Arabia Insurance Consultants
Khobar, Saudi ArabiaPosted yesterday
Our office in Al Khobar is looking for a Call Center Team Leader responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations. Key Responsibilities: • Team Leadership: • Oversee daily operations and performance of the call center team. • Conduct performance evaluations and coaching sessions. • Customer Experience: • Manage customer interactions across phone, webchat, and social media platforms. • Resolve escalated issues and ensure customer satisfaction. • Quality & Training: • Design and implement quality assurance procedures. • Develop and deliver training programs for new and existing staff. • Reporting & Systems: • Monitor KPIs and generate performance reports. • Identify and implement IVR system enhancements. Skills: • Strong leadership and communication abilities. • Proficiency in English and Arabic. • Analytical mindset. Qualification: • BS in Business administration or a related field. • 2–5 years of experience in a call center. Show more Show less
Key Responsibilities: Team Leadership: Oversee daily operations and performance of the call center team. Conduct performance evaluations and coaching sessions. Customer Experience: Manage customer interactions across phone, webchat, and social media platforms. Resolve escalated issues and ensure customer satisfaction. Quality & Training: Design and implement quality assurance procedures. Develop and deliver training programs for new and existing staff. Reporting & Systems: Monitor KPIs and generate performance reports. Identify and implement IVR system enhancements.
Not sure you fit this role?
Upload your CV and see how you score against ACE Gallagher Arabia Insurance Consultants and every other live job. It's free.
Get my free matchesAED 9k–14k a month· est.