Call Center Team Leader

2 weeks ago

Doha, Qatar Dotlynx Full time

**Job Title**: Call Center Team Leader - Insurance Sector

**Location**: Doha, Qatar

**Salary**: QAR 4,700 per month

**Key Responsibilities**
- Supervise call center agents, providing coaching, guidance, and mentorship to meet performance targets.
- Track and evaluate agent performance against KPIs, SLAs, and quality standards, with a focus on the medical industry.
- Handle escalations, resolve customer issues, and ensure inquiries are addressed effectively and professionally.
- Adapt to client requirements and workflow changes, supporting the team in managing fluctuating call volumes.
- Prepare and submit regular reports on team performance, challenges, and achievements to senior management.
- Work closely with management and clients to align service delivery with client-specific needs.

**Qualifications**:

- Bilingual proficiency: Arabic & English (spoken and written).
- Proven experience in a call center leadership role, preferably within BPO, Telecom, or Healthcare sectors.
- Strong communication and interpersonal skills with the ability to inspire and motivate a team.
- Excellent problem-solving and conflict-resolution abilities.
- Familiarity with call center metrics, reporting, and SLAs.
- Ability to multitask, prioritize, and perform under pressure in a fast-paced environment.
- Proficiency in CRM systems and call center software.
- Willingness to work in rotational shifts, including weekends and public holidays.

**How to Apply**:
Pay: QAR4,700.00 per month

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