Call Center Team Leader – Kuwait

·         Perform regular team meetings to go over performance, objectives and any new campaigns, policies etc.. with the team.

·         Ensure that the employees follow their schedules properly as designed.

·         Handle escalated calls, complaints, questions, and queries as necessary. (Process for escalation and transfer)

·         Facilitate cross-functional communication within employees for improved working condition and ensures that CC communication with D&I, SC, GC is efficient.

·         Document general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.

·         Perform duties of the Call Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels.

·         Assist Representative in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims.

·         Perform audits on recorded calls to assess quality and report on a regular basis to CC Manager. (As per audit questionnaire and scorecard)

·         Track and ensure that all escalated cases are monitored and resolved promptly.

·         Ensure that all job cards are properly created with all necessary information.

·         Ensure proper and effective training of new agents and approve and be accountable for readiness of new agents to take calls.

·         Monitor new agents call performance and take corrective action when necessary.

·         Oversee complaint ticket creation and ensure proper adherence to guidelines

Job Details

Posted Date: 2020-06-10
Job Location: Al Farawaniyah, Kuwait
Job Role: Customer Service and Call Center
Company Industry: Home Accessories & Decor

Preferred Candidate

Career Level: Mid Career

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