Customer Experience Manager - Abu Dhabi - beBeeTeamLead

    beBeeTeamLead
    beBeeTeamLead Abu Dhabi

    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:

    • 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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