Team Lead - Customer Service

Team Lead - Customer Service (Qatari National Only)

Job Objective

To lead and manage a team of CSRs allocated for the project. Ensure the team is read and prepared to handle customer calls, emails, Chat etc. and deliver expected quality of service.

Job Roles and Responsibilities

• Manage the team members in all aspects of the service delivery
• Ensure project updates are share with the team on timely manner
• Ensure Staff is meeting company policy and procedures
• Ensuring the Project targets and KPIs are met on daily basis.
• Interact with other teams to ensure smooth working of the project.
• Couch and counsel team members as and when required.
• Maintain project updates.
• Participate in meeting as and when required.
• Ensure CSRs attends work regularly
• Provide performance feedback to the team members.
• Maintain administrative details for the team.

Key Interactions

• Other Team Leaders
• Support Team like Quality, WFM etc
• HR
• IT Team 
• Client Focal Point (External)