Operations Team Leader, Tafaseel, Manama, Bahrain

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Read the Job Description, and scroll down for "Details to Register for this Job" to APPLY...

Job Summary:
The Contact Center Operations Supervisor is responsible for overseeing the day-to-day operations and performance of a team of contact center agents. They ensure the efficient and effective delivery of customer service and support, while also driving continuous process improvements and staff development.

Key Responsibilities:

• Manage and oversee a team of contact center agents, including scheduling, monitoring performance, and providing coaching and feedback
• Develop and implement strategies to optimize contact center productivity, efficiency, and customer satisfaction metrics
• Continuously analyze contact center data and identify opportunities for process improvements, staffing adjustments, and training needs
• Collaborate with the quality assurance team to monitor customer interactions and provide feedback to agents for skill enhancement
• Ensure adherence to company policies, procedures, and regulatory requirements in all customer interactions
• Serve as the primary point of escalation for complex customer issues, providing guidance and support to agents as needed
• Lead team meetings and training sessions to improve agent skills, knowledge, and engagement
• Participate in the recruitment, onboarding, and development of contact center personnel
• Monitor and report on key performance indicators (KPIs) and contact center metrics, and recommend actions for improvement
• Coordinate with cross-functional teams to align contact center operations with broader organizational goals and strategies

Required Skills and Qualifications:

• Bachelor's degree in business, Telecommunications, or a related field
• 3-5 years of experience in a contact center or customer service environment, with at least 2 years in a supervisory role
• Strong leadership, communication, and interpersonal skills
• Proficient in data analysis, problem-solving, and decision-making
• Excellent customer service orientation and problem-solving abilities
• Familiarity with contact center technology, workforce management, and quality assurance best practices
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Strong team management and coaching skills to motivate and develop a high-performing team

DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!

https://tafaseel.freshteam.com/jobs/iDirFLntM1Xb/operations-team-leader


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