Call Center Team Leader

About ACE Gallagher Arabia Insurance Consultants

ACE Gallagher Arabia Insurance Consultants is seeking a Call Center Team Leader for its office in Al Khobar, Eastern Region. This is a full-time position that requires 2-5 years of relevant experience.

Role Overview

The Call Center Team Leader will provide leadership and direction to a Customer Service team responsible for customer service activities. The primary objective is to evaluate and manage team performance, ensuring that quality standards and productivity expectations are consistently met.

Key Responsibilities

• Oversee daily operations and performance of the call center team.
• Conduct performance evaluations and coaching sessions for team members.
• Manage customer interactions across various platforms, including phone, webchat, and social media.
• Resolve escalated customer issues and ensure high levels of customer satisfaction.
• Design and implement quality assurance procedures to maintain service standards.
• Develop and deliver training programs for both new and existing staff.
• Monitor Key Performance Indicators (KPIs) and generate comprehensive performance reports.
• Identify and implement enhancements for the Interactive Voice Response (IVR) system.

Required Experience

• Candidates should possess 2-5 years of experience in a relevant field, preferably within a call center or customer service leadership role.

Work Environment and Type

This is a full-time position based in our Al Khobar office. The role involves working within a dynamic customer service environment, leading a team to achieve service excellence.

Application Process

We invite qualified candidates to apply for this opportunity. Salary details will be discussed during the interview process.