Middle East Jobs: Team Lead- Call Center

Description:

Leading the teams, provide help to Supervisor Operations to meet the targets for the department

Key Reponsibilities:

•Ensuring promotions and marketing materials activities are properly communicated and executing by agents

•Prepare the relevant executive and operational reports on a timely basis

•Ensure follow up calls on complaints through teams

•Recognizes the results of all subordinates

•Keen monitoring of team members performance in order to keep profile

•Provision of technical, objective and goal oriented support to the team members

•Coordination with other departments for operational issues

•Product knowledge of McDonald’s items and pricing

•Customer handling using problem-solving skills to handle difficult or irate clients and resolve conflicts

•Schedule agents for shifts

Competencies and Critical Success Factors:

•Applying an understanding of key legal precedents, policies and practices to protect the interests of the organization and individual employees

•Researching and understanding client business operations and agenda

•Identifying and articulating project drivers, strategic fit and commercial benefits with client

•Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction

•Building strong relationships with customer, focusing on impact and result for the customer and responding positively to feedback

•Helping to identify technology needs and mobilizing technologies that provide easy access to services and methods for enhancing learning and personal productivity

•Supporting recommendations by objective facts and research

•Taking into account logic, facts, resources, constraints, and organizational goals when weighing matters

•Employing structured approaches to generate ideas, evaluate and select options

•Proficiency in developing and evaluating options and alternative courses of action

•Demonstrating good oral and written communication skills

•Using a range of techniques and approaches to convey thoughts and ideas in a range of situations

•Well presented (Good personal hygiene, dressing appropriately, etc.)

•Demonstrating confidence and assertiveness in an interpersonal manner

•Communicating appropriately via nonverbal behavior (i.e. eye contact, etc.)

•Demonstrating a conceptual and practical understanding of approaches and tools to help organization groups, units (teams, functions, divisions, regions, subsidiaries ) capture, share and exploit knowledge to support achieving objectives

•Developing and implementing strategies for maximizing the collaboration of non co-lated work groups.

•Demonstrating the ability to determine key needs, diagnose and address problems, identify key metrics, and accurately monitor progress of important initiatives and activities.

•Maintaining focus on a fair and empowering work environment for all employees

Requirements:

•Min 1-2 yrs. as TL, & overall 4 yrs. experience in a Call Center Environment

•Lebanese, Jordanian, Syrian, Egyptian, Palestinian, Iranian, Yemeni preferred

Job Details

Date Posted:	2013-09-26
Job Location:	Sharjah, United Arab Emirates
Job Role:	Customer Service
Company Industry:	Customer Service

Preferred Candidate

Career Level:	Mid Career
Nationality:	United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Degree:	Bachelor's degree / higher diploma

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Date Posted: September 26, 2013 at 10:53AM