Call Center Team Leader, Canadian University Dubai

  • Full time
  • Dubai, UAE
  • Posted 6 months ago
  • 5000-13000 AED / Month

Canadian University Dubai

Candian University Dubai (CUD) is presently looking for suitably qualified candidate for the job position of a Call Center Team Leader. Located in the city’s vibrant business district, CUD gives students unique opportunity to obtain a first class Canadian education while experiencing dynamic lifestyle of Dubai. CUD offers undergraduate and graduate degree programs based on a world leading international curriculum across disciplines in Architecture & Interior Design, Communication and Media,  Engineering, Applied Science and Technology, Management, Creative Industries, Environmental Health Sciences & Social Sciences, including Psychology & Applied Sociology.

Purpose of A Call Center Team Leader

  • To oversee the daily operations of customer service team with expertise in the use of Vocalcomm and Freshdesk systems.
  • Will be responsible for target numbers & ensuring exceptional customer service.

Job Duties of A Call Center Team Leader

  • Manage and oversee the daily operations of the call center team, including scheduling, training and performance management.
  • Ensure that the team meets established service level agreements (SLAs) and key performance indicators (KPIs).
  • Monitor & evaluate call center performance, providing feedback to team members to help improve their performance.
  • Ensure that the team is properly trained on the use of the Vocalcomm and Freshdesk systems.
  • Work with other departments to identify opportunities for process improvement.
  • Resolve customer complaints & escalations in a timely and professional manner.
  • Prepare reports and analyze data to identify trends and opportunities for improvement.
  • Ensure compliance with all applicable laws, regulations, and company policies.

To Be Successful You Need?

Qualification

  • Bachelor’s degree in business administration, communication or a related field.

Experience

  • 3-5 years of experience in call center management.
  • Expertise in the use of Vocalcomm and Freshdesk systems.

Skills & Knowledge Desired

  • Strong leadership skills with the ability to motivate and manage a team.
  • Excellent communication skills, both written and verbal.
  • Strong problem solving skills and the ability to think creatively to find solutions.
  • Ability to work under pressure and handle multiple priorities.
  • Strong organizational skills with attention to detail.
  • Excellent customer service skills.
  • Great active listening skills.
  • Computer literacy.
  • Customer focus and service.

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