Contact Centre Team Leader

Lead a contact-centre team in Amman, meeting service levels, resolving escalations and coaching staff with three years of experience.

Team and service management

• Prepare activity reports, cover issues during supervisor absence, motivate agents and maintain conduct standards.
• Meet service levels and performance targets, act as the first escalation point and resolve customer complaints.
• Identify underperformance, take corrective action and provide practical support, information, coaching and troubleshooting.
• Organize and assess daily work, develop careers, monitor attendance and leave and maintain client relationships and expectations.

Requirements

• A Marketing or related degree and three years of experience. CRM training is advantageous.
• Arabic and English proficiency, in-depth contact-centre KPI knowledge and Word, Excel, Outlook and PowerPoint skills.
• Leadership, influence, time management, responsibility, accuracy, teamwork and patience, with complex-problem handling and strong communication under pressure.

Work and application

• Full-time Amman role. Salary and deadline are unspecified; apply through the original vacancy for an unnamed employer.