Team Leader - Dubai, United Arab Emirates - Cupola Tele Services (CTS)
Description
Summary:
- Aid in the overall development and success of the project through coordination and control of all aspects of day to day contact center activity of the specified campaigns.
- This is a pivotal role for a dynamic customer focused individual to drive the strategy of the company while providing a consistently high quality customer service experience across a number of customer facing functions.
- This role is required to manage and motivate agents to ensure a first class service to all customers, both internal and external.
- The role reports to the Account Manager and is expected to be a backup for the AM.
- This role has to work within an office environment
- The role can be 24 x 7 and various shifts
Responsibilities:
- Identify and utilize any or all of the resources made available by Company to achieve the company goals and objectives.
- Ensure compliance with all service level agreements occurs and data collection conducted by all Team members is to the specified standard.
- Manage a team of customer service agents.
- Proven ability to take work pressure and motivate staff to meet targets.
- Resolve escalated customer and vendor issues.
- Resolve issues to meet overall business objectives
Preferred:
- Three years or more of contact center/ customer care experience, preferably in a service or technical environment.
- Excellent English and Arabic oral, written and interpersonal communication skills.
- Related contact center experience
- Fluency in spoken and written English/Arabic
- Excellent in MS Office
- Excel and Word etc.
- Ability to work under pressure and meet all deadlines
- Effective people and team building proficiencies.
- Dedication to providing exceptional customer service.
Qualifications:
- Graduate in a service environment.
- MS Office and working knowledge of MS Access, SQL and Oracle.
- A background in Event Management, Customer Service or Marketing.
Salary:
AED3, AED7,000.00 per month
Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (required)
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