Call Center Team Leader (Inbound)

Confidential Company

We are seeking an experienced Call Center Team Leader to oversee inbound customer service operations and lead a team of customer service agents in a fast-paced environment.

Key Responsibilities:

• Lead, motivate, and manage a team of Call Center Agents

• - Monitor daily operations to ensure service levels and operational targets are achieved

• - Conduct regular coaching sessions, team briefings, and performance reviews

• - Handle customer escalations and support complex case resolution

• - Ensure adherence to company policies, procedures, and quality standards

• - Monitor attendance, productivity, and workforce utilization

• - Prepare operational reports and performance dashboards

• - Identify training needs and implement continuous improvement initiatives

• - Collaborate with stakeholders to improve customer experience and operational efficiency

Key Performance Indicators (KPIs):

• Service Level Achievement (%)

• - Average Speed of Answer (ASA)

• - Average Handling Time (AHT)

• - First Call Resolution (FCR)

• - Customer Satisfaction Score (CSAT)

• - Quality Assurance (QA) Score

• - Call Abandonment Rate

• - Agent Productivity Rate

• - Schedule Adherence

• - Team Attendance & Attrition Control

• - Escalation Resolution Time

• - Complaint Resolution Rate

Key Result Areas (KRAs):

• Achievement of operational and service targets

• - Team performance management and development

• - Customer satisfaction and service quality improvement

• - Effective escalation and complaint management

• - Workforce optimization and resource utilization

• - Compliance with SLAs and internal policies

• - Continuous process improvement and operational excellence

• Key Requirements:

• Minimum 5 years of experience as a Call Center Team Leader in Qatar

• Proven experience managing inbound call center operations

• Fluent in Arabic and English (Speaking, Reading, and Writing)

• Strong leadership, coaching, and people management skills

• Experience in performance management, customer service excellence, and operational reporting

• Bachelor's Degree preferred

• Must be currently based in Qatar