Team Leader (Bilingual)

Job Description/Specification:

The Bilingual Team Leader will be responsible for overseeing the daily operations and performance of customer service teams across multiple retail and service projects. This role involves managing a team of bilingual agents to ensure high productivity, quality of service, and adherence to established KPIs. The Team Leader acts as the bridge between management and the frontline, driving excellence in both Arabic and English communications.

Accountability & Responsibilities of Role:

• Performance Management: Monitor real-time service levels and team performance to ensure all KPIs (AHT, CSAT, NPS, and FCR) are consistently met or exceeded.
• Quality Assurance: Conduct monthly call monitoring and evaluations. Provide constructive feedback and coaching to agents to improve communication skills and technical accuracy.
• Team Leadership: Lead, motivate, and mentor a team of bilingual agents. Handle escalated customer issues that require senior-level intervention.
• Operational Reporting: Prepare and present daily, weekly, and monthly performance reports for management, highlighting trends and areas for improvement.
• Roster & Attendance: Manage team schedules, attendance, and shift rotations to ensure optimal staffing levels at all times.
• Process Improvement: Identify bottlenecks in the workflow and suggest process enhancements to improve the overall customer journey and agent efficiency.

Position Requirements:

Education Background:

• Bachelor’s degree in Business Administration, Communications, or a related field.

Work Experience:

• Language Proficiency: Full professional fluency in Arabic and English (verbal and written).
• Experience: Minimum 3–5 years in a call center environment.
• Leadership Skills: Proven ability to manage a team, resolve conflicts, and drive engagement.
• Analytical Ability: Strong skills in data analysis and reporting; proficient in Excel and call center management software (CMS).
• Communication: Exceptional interpersonal skills with the ability to communicate effectively with stakeholders at all levels.
• Problem-Solving: Ability to think on your feet and make quick, informed decisions in a high-pressure environment.

Work Environment & Schedule:

• Hybrid/Remote options available based on location.
• Rotational shifts including weekends or holidays, as needed.
• Ability to manage multiple projects/processes simultaneously.

Key Competencies:

• Networking & Influencing Collaboratively: Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.
• Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher levels of performance.
• Building Customer Value: Gaining insights into internal and/or external customers’ experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.