Call Center Team Leader (Remote)

About Us:

We are a growing agency that helps businesses from different industries scale. Our team members are results-driven individuals who like to move fast, get the job done, and have fun doing it.

We are looking for an experienced Call Center Team Leader to oversee our call center agents: monitor success, motivate and provide support and training to the team on a daily basis.

Your task would be to achieve an excellent performance from your team that will bring sustainable business growth to the company.

How your day will look like:

• Lead and control the team to ensure that they meet up with targets and perform their duties as expected
• Assessing their work and giving them feedback to maximize performance
• Listen to calls & indicate issues and areas to improve
• Answer questions from staff and provide assistance, guidance, and feedback
• Participate in hiring and onboard new employees
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics and conduct training
• Daily control of performed duties to ensure the team follows the company policies
• Sort out daily issues and problems within the department
• Maintain a healthy work environment
• Prepare weekly & monthly reports for the team payments
• Prepare daily, weekly & monthly performance reports

Check, if you qualify:

• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service & sales is essential
• Proficient in English & Arabic
• Tech savvy with knowledge of relevant to call center programs like CRM, Calling software, Excel etc
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• Excellent organizational and leadership skills
• Ability to work under pressure
• Highly developed detail oriented & accuracy skills
• Proven record of achieved team targets
• Self-motivated accountable individual

How will we know you’re doing a great job:

Your team is achieving at least 80 % of their targets & there is a low percentage of turnover in the department.

Equal Opportunity Statement:

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

What do we offer:

• Competitive salary and bonus opportunities.
• Room for career growth and pay increases.
• Highly interactive, challenging work with a talented, diverse, passionate team.
• Supportive environment.
• Ongoing learning and development opportunities.
• Professional, “business casual” atmosphere.
• Regular offline team events.

If you’re interested in the role and meet the qualifications listed above, we would love to hear from you. Please apply with your resume now.