Team Leader

Full time at a Laimoon Verified Company in Qatar

Posted on January 6, 2025

Job details

Responsibilities:Manage the outbound telemarketing agents including reporting as per the guidelines provided.Ensure the quality of the calls made is clear and audible by the agent.Ensure the product (as per the campaign) is clearly explained to the prospective customer by the agent.Ensure the KPIs are met by the team.To ensure premium (as per KPI) is achieved on a monthly basis.No miss-selling by the agent.Be fully aware of the product features and benefits and train the agents accordingly.Report any wrongdoing.Hiring, training, and preparing call center representatives.Answering agent questions regarding best practices or difficult calls.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Preparing reports and analyzing data to assist management to determine call center goals.Working with other supervisors and management team members to support agents and maximize customer satisfaction.Knowledge and Initiatives:Update self on technical, product expertise and Internal departmental policies in the assigned area to enhance the quality of contribution to DTC.Compliance:Ensure avoidance of any fraud, financial losses, customer service issues and adverse audit comments. Compliance with FATCA / OFAC & PEP guidelines (when applicable).Required Qualifications:Good knowledge of English and Arabic.Presentable.Previous supervisory function.Strong understanding of company products, policies, and services.Ability to coach, train, and motivate employees and evaluate their performance.Good problem solving, leadership, and customer service skills.Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.Adhere to working hours.Ensure maximum time (apart from break time) is spent on outbound calling by the agent.Need to listen to Agent calls and provide appropriate feedback.Competent in Microsoft office tools & advanced Excel skills.

#J-18808-Ljbffr Management & Leadership

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