Call Centre Team Lead

Role: CSR Non-Voice - Team Lead

Type: Contract

Client Industry: Retail

Contract Duration: 6 months contract

Start Date: Immediate

Key Responsibilities:

Lead and manage a team of non-voice customer service agents handling email, chat, and ticket support.

Monitor team performance against KPIs, SLAs, productivity, and quality targets.

Conduct regular coaching, feedback, and performance review sessions.

Provide real-time support and guidance for customer escalations and complex cases.

Analyze performance metrics and implement action plans to improve team results.

Ensure adherence to company policies, processes, and compliance requirements.

Manage workforce allocation and schedule adherence to meet business demands.

Perform quality audits and identify training needs for team members.

Drive customer satisfaction by ensuring timely and accurate resolution of customer inquiries.

Prepare and present daily, weekly, and monthly performance reports.

Collaborate with cross-functional teams to resolve operational issues and improve processes.

Handle employee engagement, motivation, and team development initiatives.

Support recruitment, onboarding, and training of new team members.

Identify process gaps and recommend improvements to enhance efficiency and customer experience.

Position Details

Position Title: Call Centre - Team Lead

Location: Dubai, United Arab Emirates

Industry: Internet - ECommerce

Experience Required: 5 years