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Call Center and Receptionist Team Leader - Arabic Speaker

5.00 to 8.00 Years   Abu Dhabi , United Arab Emirates   01 Mar, 2023
Black Pearl
Job LocationAbu Dhabi , United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOil /Gas /Petroleum
Functional AreaNot Mentioned

Job Description

Our client, a well known medical center in Abu Dhabi, UAE, is urgently looking for aCall Center - Team Leader who will be responsible for a group of 8 - 10 employees in the reception and call center area, ensuring they complete the scheduling process correctly and efficiently. The Team Leader will also be responsible for monitoring agents to ensure that all service levels are met on a daily basis, that all calls are appropriately addressed. As a Team Leader, you will also be responsible for accurate and timely account verification and confirmation of all packages availed by the customers at time of call. The intent of this job description is to provide a summary of the major duties and responsibilities of this position and shall not be considered as a detailed description of all the work requirements that may be inherent in the position.Other responsibilities will include but not limited to:

  • Support agents with difficult calls.
  • Take calls as well as directs calls to agents who can handle them most efficiently.
  • Provide agents with the tools they need to process scheduling requests quickly and efficiently.
  • Monitor call volumes and adjust agents schedules to handle heavy call volumes.
  • Monitor agent activity and report variances to administrator.
  • Provide coverage in agent scheduling gaps.
  • Maintain good working relations with various network departments to ensure the scheduling process flows smoothly.
  • Ensure data and call quality.
  • Monitor agent calls and provide feedback.
  • Foster a team environment.
  • Ensures team meets quality and network standards.
  • Ensure that orientation and training standards are continued.
  • Monitors call volumes and directs staff as needed.
  • Analyzes Contact Center reporting and reports any areas of concern to Administrator.
RequirementsTo be considered for the role, you need to meet the following criteria:
  • Bachelors Degree attested by UAE Government.
  • Total experience of at least 5 years in a call center of which 1 year as a Team Leader.
  • Excellent verbal and written skills in English and Arabic.
  • Acquires exceptional time management skills.
  • Willing to work 6 days a week from 9AM to 5PM

Keyskills :

About Company

Black Pearl Technology provides clients with an expert engineering team quipped with diverse skills to meet various challenges across industries. Through Electrical System Testing, we leverage our knowledge to reduce risk. We’re constantly looking for new advancements and technologies to find the smartest and most optimal solutions.

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