Call Center Team Leader

• Supervise and manage a team of call center agents and online sales.
• Monitor and evaluate agent performance, providing feedback and coaching as needed.
• arabic native negotiator
• reporting (CC KPI, sales, retention)
• Handle escalated customer issues and complaints.
• Analyze call center data to identify trends and areas for improvement.
• Develop and implement strategies to improve customer satisfaction and agent performance.
• Conduct regular team meetings to communicate updates and address any concerns.
• Ensure that all agents are meeting performance metrics and targets.
• Provide ongoing training and support to agents to enhance their skills.
• Collaborate with other departments to resolve customer issues and improve processes.
• Maintain a positive and motivating work environment for the team.
• Prepare and present performance reports to management.
• Assist in the recruitment and onboarding of new call center agents.
• Ensure compliance with company policies and procedures.
• Manage scheduling and attendance for the team.
• Implement and monitor quality assurance programs.
• Stay updated on industry trends and best practices.
• Address any technical issues that may arise in the call center.
• Foster a culture of continuous improvement within the team.
• Ensure that all customer interactions are handled professionally and efficiently.
• Support agents in achieving their individual and team goals.

Job Type: Full-time

Experience:

• managing call center: 3 years (Required)

Language:

• native arabic (Required)

Information :

• Company : Dasman Gate
• Position : Call Center Team Leader
• Location : Kuwait City
• Country : KW