Outbound Call Center Team Leader

About the role

We are looking for an experienced Outbound Call Center Team Leader to manage a team of 30 agents who contact customers in Kuwait to collect unpaid debts. You will be responsible for driving the team to meet monthly collection targets while ensuring professional, lawful, and courteous interactions.

Key responsibilities

• Achieve monthly debt collection targets set for the team.
• Monitor daily KPIs and adjust tactics to keep performance on track.
• Listen to live calls, provide real‑time coaching, and improve negotiation techniques.
• Ensure all agents adhere to compliance standards and maintain a respectful tone.
• Handle escalated or highly complex customer cases personally.
• Plan and organise agents’ schedules to maximise contact efficiency.

Required profile

• Minimum 2 years of experience in an outbound call‑center environment.
• At least 1 year in a supervisory or team‑lead role.
• Strong communication skills with the ability to stay calm under pressure.
• Familiarity with Kuwaiti culture and respectful communication practices.
• Positive attitude and resilience during slow periods or challenging targets.

Required skills

• Microsoft Excel
• CRM software