Call Center Team Leader

Client of 6 Pence

Posted on 25 Feb

Experience

1 - 6 Years

Job Location

Oman - Oman

Education

Bachelor of Arts

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Duties & Responsibilities:

  • Supervise and manage daily operations of the call center team (inbound and outbound).
  • Monitor team performance against KPIs (SLA, AHT, Productivity, Quality, FCR, ASA) and ensure targets are consistently met.
  • Provide Training/coaching, mentoring, and ongoing feedback to improve individual and team performance.
  • Conduct regular performance evaluations and one-on-one meetings.
  • Handle escalated customer complaints and ensure timely and effective resolution.
  • Ensure team members deliver personalized, high-quality customer service.
  • Foster a culture of respect, accountability, and trust aligned with organizational values.
  • Support agents in handling complex inquiries and provide real-time guidance when necessary.
  • Prepare and analyze performance reports; identify trends and areas for improvement.
  • Collaborate with Quality Assurance and Training teams to address performance gaps.
  • Assist in onboarding and training new hires.
  • Identify process improvement opportunities in complaints and service request handling.
  • Convey structured feedback regarding customer experience, product issues, and service improvements to management and product owners.
  • Ensure adherence to company policies, procedures, and compliance standards.
  • Manage team scheduling, attendance, and workforce planning.
  • Perform any other related duties as assigned.

Desired Candidate Profile

Qualifications & Experience:

  • Minimum Bachelor s degree (preferred) or equivalent work experience.
  • 2 4 years of experience in a call center environment.
  • At least 1 year in a supervisory or leadership role.
  • Fluent in Arabic & English.
  • Strong understanding of call center KPIs and performance metrics.
  • Excellent leadership, coaching, and motivational skills.

Company Industry

  • Recruitment
  • Placement Firm
  • Executive Search

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Call Center Team Leader

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Client of 6 Pence

https://6-pence.com/careers/