Job Description

Key Responsibilities:

Lead, mentor, and manage a team of bilingual call center representatives providing support in Arabic and English.

Ensure that the team handles all inbound and outbound calls efficiently and professionally, especially with high-level international callers and dignitaries.

Monitor team performance and provide ongoing feedback, coaching, and training to enhance service quality and language proficiency.

Manage escalations and complex cases, resolving issues that require higher-level attention and ensuring client satisfaction.

Ensure that the team follows cultural sensitivity protocols and adapts communication styles to meet the needs of a diverse international audience.

Track and report key performance metrics (KPIs), ensuring the team meets or exceeds targets for service quality, response time, and customer satisfaction.

Conduct regular team meetings to provide updates, share best practices, and address challenges.

Collaborate with other departments, such as HR and Training, to ensure that team members receive ongoing development and support.

Maintain up-to-date knowledge of company policies, procedures, and systems to guide the team effectively.



Qualifications:

Language Proficiency: Fluent in both Arabic and English (verbal and written).

Experience: Minimum of 3-5 years in a call center, with at least 1-2 years in a supervisory or team leader role.

Leadership Skills: Proven ability to lead and inspire a team, with strong coaching and mentoring skills.

Cultural Sensitivity: Deep understanding of cultural differences and the ability to ensure the team adapts their communication styles accordingly.

Problem-Solving: Strong problem-solving abilities with experience managing escalated or complex cases.

Customer Service Excellence: Demonstrated track record of providing and overseeing high-quality customer service.

Technical Skills: Proficiency in call center software and CRM systems is a plus.