Team Leader
2 weeks ago
Responsibilities
- Manage & supervise call center operations, ensuring key performance indicators (KPIs) are met, including Service Level, Abandon Rate, and Average Call Handling Time.
- Provide proactive service status updates to customers via phone calls, SMS, or other available communication channels, and ensure all updates are recorded in the system.
- Train and develop call center agents, focusing on soft skills, customer interaction techniques, and service excellence.
- Support call center agents on day-to-day duties and fill in upon absence of any member if needed.
- Review outsourced technology and/or call center agents performance and review monthly bill.
- Handle Customer escalations and Voice of Customer (VOC) cases from various channels, including the principal, inbound calls, carry-in, dealers, and digital media until resolution
- Monitor customer satisfaction surveys, analyze feedback, and create reports with actionable insights.
- Map customer journey and identify key touch points to enrich the customer experience. Includes meeting with sales, aftersales and marketing teams to build the end-to-end experience.
- Continuous process improvement aiming to identify process gaps to enhance efficiency, exceed customer expectations, and optimize operational cost efficiency
Educational Qualification
- Education: Bachelor Degree
- Major: Business Management, Hospitality or a related field
Experience
- Years of Experience: 5 - 10 Years
- Field of Experience : Minimum 5 years of supervisory experience in a call center, and/or Customer Experience management preferably within the electronics or consumer services industry
Skills
- Bilingual proficiency (Arabic and English)
- Excellent soft skills and communication abilities
- Strong problem solving and emotional intelligence to handle customer escalations effectively
- Experience in continuous process improvement to enhance service quality
- Proficiency in Power BI, Tableau & other BI software & Microsoft office (Excel, PowerPoint, word)
Job Remarks
- Preferred Language: Arabic, English
- Job Country : Kuwait
- Duty Shift / Timings : One Shift / 8:00 am - 4:00 pm
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