Job Description/Specification:
We're looking for a driven and people-focused Team Leader to lead a high-performing, high-volume inbound team. If you thrive in a fast-paced environment, know how to get the best out of people, and are passionate about delivering exceptional customer experiences, we'd love to hear from you.
About the Role
As Team Leader, you'll manage and develop a large, high-value inbound team handling a significant volume of calls daily. You'll be the driving force behind your team's performance, motivation, and growth, ensuring service excellence while consistently meeting business objectives.
Key Responsibilities
- Lead, coach, and motivate a large inbound team to deliver outstanding performance and service quality.
- Manage day-to-day operations, ensuring smooth handling of high call volumes and high-value interactions.
- Monitor real-time performance, workload distribution, and service levels.
- Conduct regular one-on-ones, coaching sessions, and performance reviews.
- Identify skill gaps and drive training and development initiatives.
- Foster a positive, accountable, and results-oriented team culture.
- Collaborate with cross-functional teams to improve processes and customer outcomes.
Key Performance Indicators (KPIs):
- Service Level and Average Speed of Answer (ASA)
- Call quality and customer satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Team productivity and adherence
- Conversion / resolution rates
Key Result Areas (KRAs):
- Team performance and target achievement
- Employee engagement, retention, and development
- Operational efficiency and process improvement
- Quality assurance and compliance
- Customer experience and satisfaction
Requirements
- Proven experience leading and managing large, high-volume teams (inbound/contact center preferred).
- Full professional fluency in both Arabic and English (reading, writing, and speaking) is required.
- Strong leadership, coaching, and people-management skills.
- Excellent communication and interpersonal abilities.
- Data-driven mindset with the ability to analyze KPIs and drive results.
- Ability to perform under pressure and manage competing priorities.
What We Offer:
- A dynamic, fast-paced, and supportive work environment.
- Opportunities for growth and career advancement.
- A chance to lead and shape a high-impact team.
• Authorized to work in Qatar
• 3+ years of work experience with People Management
• 5+ years of experience in Customer Service