Call Center Team Lead

About the role

The Call Center Team Lead will oversee daily floor operations, ensure agents meet performance standards, and drive customer satisfaction for a leading insurance provider operating across the UAE and Oman.

Key responsibilities

• Manage daily floor activities, ensuring proper staffing, schedule adherence, and handling staff queries.
• Monitor Call Center KPIs and team performance to maintain efficiency and high customer satisfaction.
• Coach and develop agents to improve product knowledge, call handling, sales, and conversion rates.
• Enforce compliance with Call Center, underwriting, and operational guidelines.
• Conduct call quality monitoring, buddy training, and provide daily guidance.
• Set and track performance targets related to speed, efficiency, sales, and quality.
• Prepare daily and monthly performance reports and deliver accurate statistics to management.
• Organise staffing and shift patterns based on business demand.
• Identify process improvement opportunities and recommend solutions.
• Ensure timely resolution of customer queries and complaints while maintaining strong relationships.

Required profile

• 3–5 years of experience in a Call Center environment.
• Previous experience in a team leadership or supervisory role.
• Proven ability to monitor and manage Call Center KPIs.
• Strong leadership, people‑management, and coaching capabilities.

Required skills

• Agent performance monitoring
• Data capture and accuracy monitoring
• Quality monitoring
• Coaching
• Call Center operational procedures
• Computer skills
• Floor management
• Performance reporting
• Call Center KPIs
• Complaint management
• Genesys platform