Team Lead – Customer Service Representative

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar Gadget Express Full time
Job SummaryTo lead and manage a team of CSRs allocated for the project. Ensure the team is read and prepared to handle customer calls, emails, Chat etc. and deliver expected quality of service.Job Roles and Responsibilities
  • Manage the team members in all aspects of the service delivery
  • Ensure project updates are share with the team on timely manner
  • Ensure Staff is meeting company policy and procedures
  • Ensuring the Project targets and KPIs are met on daily basis.
  • Interact with other teams to ensure smooth working of the project.
  • Couch and counsel team members as and when required.
  • Maintain project updates.
  • Participate in meeting as and when required.
  • Ensure CSRs attends work regularly
  • Provide performance feedback to the team members.
  • Maintain administrative details for the team.
Key Interactions
  • Customers
  • Team Leaders
  • Client Focal Point
  • Support Team ( Quaity ,WFM, etc )
  • HR
  • IT Team
Skill & Experience
  • Knowledge of Contact center Terminology, Procedures and Practices will be an added advantage
  • Excellent written and verbal communication.
  • Solution focused and High problem solving skills
  • Excellent time management and self-organizing
  • Excellent Team management skills
  • Experience with usage of MS Windows and MS office and related tools
Educational QualificationGraduate in any fieldBehavioral Skill
  • Highly Empathetic
  • Ability to work under pressure
  • Flexible hours
  • Patient, Motivated self-starter
  • Excellent communication with the team
  • Presentation and negotiation talent
  • Displays positive professional outlook and behavior


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