An Inbound call center team leader meets assigned targets to ensure customer satisfaction by performing following duties/ responsibilities:
Educational Qualification:
Diploma (12th Standard + 2 or 3 years Diploma) with 2 years of experience.
Alternate: Pre-Degree/ High School (12th Standard or equivalent) with 6 years of experience
Linguistic Abilities: English and Arabic is a must.
1. Maintain the CSI score of 95%.
2. Assign tasks and targets to the inbound Call Center Agents.
3 Disseminate information to the staff to ensure correct updates to the customers.
4. Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
5. Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.
6. Resolve escalated customer issues that are not being solved by the inbound Call Center Agents.
7. Conduct monthly job related quiz for the inbound call centre agent, prepare monthly score cards and present it to the call centre management.
8. Audit call and system workflows and submit report to Manager CRM.
9. Ensure updating of recordings in the IVR and upload the relevant greetings related of festivals on timely basis post coordination with IT.
10. Suggest innovative ways to improve work processes and technology.
11. Maintain confidentiality and address personnel issues sensitively, appropriately in accordance with the established procedures and as per well documented plan.
12. Monitor the breaks, log in / logout schedules of staff along with occupancy status.
13. Work towards reduction of repeat calls.
14. Ensure that maximum calls are handled by the inbound staff instead of being transferred based on the information provided thereby making an effort to maintain MIS accuracy at 95%, reduction in errors and increase the FCR percent.
15. Prepare and submit monthly reports and relevant statistics for transferred calls /repeat calls /MIS enquiries/phone call requests sent and complaint status to Deputy/Manager CRM.
16. Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction
Apply Online
Educational Qualification:
Diploma (12th Standard + 2 or 3 years Diploma) with 2 years of experience.
Alternate: Pre-Degree/ High School (12th Standard or equivalent) with 6 years of experience
Linguistic Abilities: English and Arabic is a must.
1. Maintain the CSI score of 95%.
2. Assign tasks and targets to the inbound Call Center Agents.
3 Disseminate information to the staff to ensure correct updates to the customers.
4. Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
5. Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.
6. Resolve escalated customer issues that are not being solved by the inbound Call Center Agents.
7. Conduct monthly job related quiz for the inbound call centre agent, prepare monthly score cards and present it to the call centre management.
8. Audit call and system workflows and submit report to Manager CRM.
9. Ensure updating of recordings in the IVR and upload the relevant greetings related of festivals on timely basis post coordination with IT.
10. Suggest innovative ways to improve work processes and technology.
11. Maintain confidentiality and address personnel issues sensitively, appropriately in accordance with the established procedures and as per well documented plan.
12. Monitor the breaks, log in / logout schedules of staff along with occupancy status.
13. Work towards reduction of repeat calls.
14. Ensure that maximum calls are handled by the inbound staff instead of being transferred based on the information provided thereby making an effort to maintain MIS accuracy at 95%, reduction in errors and increase the FCR percent.
15. Prepare and submit monthly reports and relevant statistics for transferred calls /repeat calls /MIS enquiries/phone call requests sent and complaint status to Deputy/Manager CRM.
16. Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction
Apply Online
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