Customer Service Team Leader

Abu Dhabi, United Arab Emirates

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Key Responsibilities:

Lead the team to meet and exceed client expectations regarding customer service.
Provide backup support to the team and make sure department goals are met.
Monitor call volume; prioritize and distribute workload for the team.
Track and measure individual and team goals throughout the day and on a long term basis.
Provide motivational support to team members to maintain high morale and productivity.
Answer incoming calls, emails and web-based submissions, directing and assisting customers as needed.
Conduct performance reviews, deliver coaching to the team so they perform at the highest levels.
Support the Operations Manager to highlight operational risks and areas for improvement.
Escalate any appropriate problems and report to the Operations Manager.

Required Skills and Experience:

Team management experience
Coaching and communication skills
Minimum of 2 years experience within a contact Centre environment as a Team Manager
Experience within customer services
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking

Job Type: Full-time Pay: Up to AED7,000.00 per month Experience:

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