Team Lead

4 days ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
Job Summary

We are seeking a highly motivated and experienced individual to join our team as a Customer Service Supervisor.

About the Role

The successful candidate will be responsible for leading and motivating a team of customer service representatives, ensuring exceptional customer service delivery and continuous improvement. You will be responsible for managing team performance, reporting customer interactions, and implementing new initiatives.

Main Responsibilities

  • Manage all operational aspects of a customer service team, including staff scheduling, performance metrics, and attendance.
  • Motivate and lead the team to achieve individual and team goals through coaching, training, and performance feedback.
  • Ensure adherence to break schedules, shift start/finish times, and call volume forecasts to maintain service levels.
  • Provide ongoing support and coaching to individual team members to improve customer communication skills and meet quality standards.
  • Foster a culture of customer-centricity by acting as a role model, championing customer needs, and escalating feedback for continuous improvement.
  • Ensure team understanding and compliance with customer service systems and processes to effectively resolve customer inquiries.
  • Create a positive and productive work environment through initiatives that boost motivation, morale, and employee retention.
  • Manage customer interactions, ensuring proper communication and appropriate escalation of service failures.
  • Maintain a two-way flow of communication within the team, relaying information effectively from management and collecting team feedback.
  • Handle escalated calls and outbound calls to customers as needed, ensuring timely and satisfactory resolution of complaints.
  • Generate accurate reports from the Customer Management System (CMS) to track customer journeys and identify areas for improvement.
  • Champion first-class customer service within the team, actively engaging in the roll-out of new customer service initiatives.
  • Effectively communicate changes in customer policies, processes, and services, ensuring the team is well-informed and adapts positively.
  • Undertake additional tasks as assigned by the Contact Center Manager.

Requirements

We are looking for an individual with the following qualifications and skills:

  • Bachelor's degree or relevant qualification
  • 8+ years of experience in customer service or service desk roles
  • Experience in delivering exceptional customer service
  • Excellent verbal and written communication skills
  • Ability to lead, inspire, and motivate a team
  • Strong accountability, taking ownership of personal, team, and departmental results
  • Ability to build teamwork and collaboration
  • Proficient in working under pressure and meeting deadlines
  • Excellent planning, prioritization, and organizational skills

Application Instructions

To apply for this position, please submit your resume and cover letter to us.

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