- Manage real-time queues across voice, tickets, email, and in-app support; monitor SLA adherence, backlog, ageing, and abandonment at a team level;
- Take immediate corrective actions such as queue rebalancing, reprioritization of tickets, agent allocation by channel;
- Ensure service stability during peak volumes or incidents; escalate risks or service degradation early to the CSM,
- Track individual agent KPIs including AHT,Fcr CSAT productivity/utilization adherence conduct daily check-ins weekly performance reviews address underperformance through coaching side-by-sides/call listening action plans recognize reinforce strong performance behaviors,
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Customer Experience Manager - Abu Dhabi - beBeeTeamLead
1 week ago
Job title: Team Lead-Customer Service
Description
Job Description
The Customer Service Team Lead is a key role in delivering exceptional customer service across various channels. This individual will be responsible for leading the frontline execution, people management, and real-time service delivery.
This includes ensuring agents meet performance, quality, and compliance standards while maintaining queue health and customer experience consistency.
Responsibilities:
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Experience Design Manager
Only for registered members Abu Dhabi
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Customer Experience Manager
Only for registered members Abu Dhabi, Abu Dhabi Emirate
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Customer Experience Manager
Only for registered members Abu Dhabi, Abu Dhabi Emirate
-
Guest Experience Manager
Only for registered members Abu Dhabi, Abu Dhabi Emirate
-
Guest Experience Manager
Part time Only for registered members Abu Dhabi
-
Customer Experience Manager
Only for registered members Abu Dhabi
-
Destination Experiences Manager
Only for registered members Abu Dhabi
-
Guest Experience Manager
Only for registered members Abu Dhabi
-
Museum Experience Duty Manager
Blr World- Abu Dhabi, United Arab Emirates
-
Guest Experience/Butler Manager
Only for registered members Abu Dhabi, Abu Dhabi Emirate
-
Product Manager Trading Experience
Only for registered members Abu Dhabi, Abu Dhabi Emirate
-
Sales Manager – Hospitality Experience
Only for registered members Abu Dhabi, Abu Dhabi Emirate
-
Guest Experience/Butler Manager
Anantara- Abu Dhabi - United Arab Emirates
-
Membership Experience Manager
Only for registered members Abu Dhabi
-
Member Experience Manager
Only for registered members Abu Dhabi
-
Guest Experience/Butler Manager
Part time Only for registered members Abu Dhabi
-
Guest Experience/Butler Manager
Only for registered members Abu Dhabi
-
Guest Experience Manager
Only for registered members Abu Dhabi
-
Experience Design Manager
Full time Only for registered members Abu Dhabi
-
Senior Project Manager with ADEK experience
Only for registered members Abu Dhabi, Abu Dhabi Emirate
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Senior Project Manager with ADEK experience
Only for registered members Abu Dhabi