Contact Center Team Leader

18 أكتوبر، 2022

0 6 دقيقة واحدة

الوصف الوظيفي

Contact Center Team Leader – Dammam

Purpose of Role:

To assist management in maintaining customer operations quality of service. To supervise, develop and gear the performance of the customer service representatives towards agreed upon goals. Manage day-to-day planning and operations. Act as a focal point and smoothen communications between front liners and management. Insure consistency in policies and procedures.

Scope & Responsibilities:

Contribute to maintaining Contact Center’s targeted quality of service level
Line manage a team of Contact Center Agents and ensure their performance adherence to quality standards
Monitor and evaluate Contact Center Agents’ performance through quantitative and qualitative techniques
Produce, and submit periodic performance reports to Contact Center management suggesting areas of development and enhancement
Train and coach Contact Center Agents’ to guarantee the sustainability of quality service
Conduct monthly sessions to ensure performance feedback delivery to Customer Service Representatives
Deliver solutions, support and guidance for Contact Center Agents’ inquiries
Liaise with other departments and sub-divisions to update Contact Center staff on new services and promotions.
Interview and participate in the selection process of new Contact Center candidates.

Performance Objectives:

Timely submission of quality forms and conduction of feedback sessions to provide regular performance appraisals.
Contribution to maintain the Contact Center SL within the departmental goal
Full support to recruitment and departmental staffing
Facilitation assigned projects and development of process improvement
Ensuring team average quality and productivity are within Contact Center’s targeted thresholds