Team Leader – Contact Center

Job Description

Alghanim Industries is looking for a Team Leader – Contact Center to supervise daily contact center operations and lead a team of customer service professionals. The role focuses on ensuring high-quality customer service, achieving operational KPIs, coaching team members, and driving continuous performance improvement. The successful candidate will motivate the team, resolve escalated customer concerns, and contribute to operational efficiency. This leadership position requires excellent people management, communication, and decision-making skills.

Key Responsibilities
Supervise and manage daily contact center operations.
Lead, motivate, and coach customer service agents.
Monitor team performance against KPIs and SLAs.
Handle escalated customer complaints and complex issues.
Conduct regular performance reviews and feedback sessions.
Prepare operational and performance reports.
Coordinate staffing schedules and workforce planning.
Ensure compliance with company policies and quality standards.
Identify training and development opportunities for team members.
Drive continuous improvement initiatives to enhance customer satisfaction.