Employer Overview
A leading composite insurance provider in the UAE, operating in Dokki, Giza, with nearly five decades of excellence, offering comprehensive insurance solutions across health, life, motor, and general lines. The organization operates across all Emirates and Oman, serving over 800,000 clients through a strong network of branches, brokers, bancassurance partners, and digital channels. Renowned for its financial strength and service excellence, it continues to set the benchmark for customer satisfaction and innovation in the regional insurance market.
Job Summary
The Call Center Team Leader will be responsible for managing day-to-day floor operations, monitoring team performance, and ensuring adherence to service and quality standards. The role will focus on coaching and developing agents, driving customer satisfaction, and ensuring operational efficiency.
Key Responsibilities
- Manage daily floor operations, ensuring agent availability, schedule adherence, and effective handling of staff queries according to policies and procedures.
- Monitor Call Center KPIs and team performance to ensure efficient operations and high customer satisfaction.
- Coach and develop team members to maintain strong product knowledge and improve call handling, sales, and conversion performance.
- Ensure team adherence to Call Center guidelines, underwriting guidelines, and operational procedures.
- Monitor call quality through daily guidance, buddy training, and call monitoring.
- Set and monitor performance targets related to speed, efficiency, sales, and quality.
- Prepare and review daily and monthly agent performance reports and provide accurate team and department statistics to management.
- Organize staffing requirements and shift patterns according to business demand.
- Identify process improvement opportunities and recommend solutions to enhance operational efficiency.
- Ensure timely resolution of customer queries and complaints while maintaining strong customer relationships and service standards.
Qualifications
- 3–5 years of experience in a Call Center environment.
- Previous experience in a team leadership or supervisory capacity is required.
- Experience in monitoring and managing Call Center KPIs.
- Strong leadership and people-management skills.
- Strong coaching and talent-development capabilities.
- Excellent customer-service orientation.
- Ability to hold team members accountable for performance.
- Strong problem-solving and process-improvement mindset.
- Proactive and results-oriented.
- Excellent interpersonal and communication skills.
- Strong teamwork and collaboration.
- Confidence and passion for excellence.
- Ability to work effectively under operational pressure.
- Knowledge of Call Center service-level and abandoned-call rate metrics.
- Strong understanding of quality monitoring and quality scores.
- Customer service and complaint management.
- Data capture and accuracy monitoring.
- MIS and performance reporting.
- Knowledge of Call Center operational procedures and KPIs.
- Experience with floor management and agent performance monitoring.
- Excellent computer skills.
- Ability to prepare and analyze performance reports.
- Familiarity with Call Center systems, including Genesys.
- English: Excellent
