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Contact Center Team Leader - Dammam

1.00 to 10.00 Years   Dammam, Saudi Arabia   11 Oct, 2022
National Company for Business Solutions - NCBS
1 Jobs Openings
Job LocationDammam, Saudi Arabia
EducationNot Mentioned
SalaryNot Mentioned
IndustryBusiness Support Services
Functional AreaNot Mentioned

Job Description

Purpose of Role:To assist management in maintaining customer operations quality of service. To supervise, develop and gear the performance of the customer service representatives towards agreed upon goals. Manage day-to-day planning and operations. Act as a focal point and smoothen communications between front liners and management. Insure consistency in policies and procedures.Scope & Responsibilities:

  • Contribute to maintaining Contact Center?s targeted quality of service level
  • Line manage a team of Contact Center Agents and ensure their performance adherence to quality standards
  • Monitor and evaluate Contact Center Agents? performance through quantitative and qualitative techniques
  • Produce, and submit periodic performance reports to Contact Center management suggesting areas of development and enhancement
  • Train and coach Contact Center Agents? to guarantee the sustainability of quality service
  • Conduct monthly sessions to ensure performance feedback delivery to Customer Service Representatives
  • Deliver solutions, support and guidance for Contact Center Agents? inquiries
  • Liaise with other departments and sub-divisions to update Contact Center staff on new services and promotions.
  • Interview and participate in the selection process of new Contact Center candidates.
Performance Objectives:
  • Timely submission of quality forms and conduction of feedback sessions to provide regular performance appraisals.
  • Contribution to maintain the Contact Center SL within the departmental goal
  • Full support to recruitment and departmental staffing
  • Facilitation assigned projects and development of process improvement
  • Ensuring team average quality and productivity are within Contact Center?s targeted thresholds

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