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Team Lead-Customer Service (Qatari National)

Malomatia

Posted on April 19, 2019

3 - 4 years Qatar - Qatar

Qatari

Opening 01

Job Description

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Job Description
Role Objective
To lead and manage a team of CSRs allocated for the project. Ensure the team is read and prepared to handle customer calls, emails, Chat etc. and deliver expected quality of service.
Detailed Roles and Responsibilities:
Responsible for Team leaders in the Team and their performance.
Interact with Client focal point on daily operational needs.
Manage the team members in all aspects of the service delivery
Ensure project updates are share with the team on timely manner
Ensure Staff is meeting company policy and procedures
Ensuring the Project targets and KPIs are met on daily basis.
Interact with other teams to ensure smooth working of the project.
Couch and counsel team members as and when required.
Maintain project updates.
Participate in meeting as and when required.
Ensure CSRs attends work regularly
Provide performance feedback to the team members.
Maintain administrative details for the team.
KEY INTERACTIONS
Internal: External:
Other Team Leaders
Support Team like Quality, WFM etc Client Focal Point
HR
IT Team
BEHAVIORAL SKILLS, KNOWLEDGE AND EXPERIENCE
(Special behavioral skills, knowledge and experience needed for the satisfactory performance of the job)
Educational Qualifications : Graduate in any field
Skills & Experience:
Knowledge of Contact center Terminology and Procedures
Excellent written and verbal communication.
Solution focused and High problem solving skills
Excellent time management and self-organizing
Excellent Team management skills
Experience with usage of MS Windows and MS office and related tools
Behavioural Skills:
Highly Empathetic
Ability to work under pressure
Flexible hours
Patient, Motivated self-starter
Excellent communication with the team
Presentation and negotiation talent
Displays positive professional outlook and behavior


IT - Software Services

Production / Manufacturing

Keywords

Customer service MS Office Team management Operations Administration Windows Usage Service delivery Time management Counsellor

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Malomatia


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