1- Daily Team Performance Monitoring
- Live monitoring of calls.
- Ensuring that employees are meeting KPIs (such as: average call time, response rate, service quality).
2- Performance Analysis and Reporting
- Extracting daily/weekly performance reports.
- Analyzing call rates, peak times, and missed calls.
3- Team Training and Development
- Organizing training sessions and continuous guidance.
- Transferring feedback from the quality department to the team to improve performance.
4- Schedule and Shift Management
- Distributing shifts based on expected call volume.
- Ensuring balance and fairness among team members.
Team Motivation and Positive Spirit Building
- Encouraging light competitions (e.g., Top Performer of the Week).
- Maintaining a positive atmosphere under pressure.
5- Compliance with Policies and Procedures
- Ensuring everyone is working according to company rules.
- Updating information regularly in case of changes in services or offers.
Time Management and Organization
- Good knowledge of tools (CRM, dialer, Excel).
Experience3-5 years of experience in the call center field.Previous experience in a supervisory or leadership role (Team Leader or Supervisor).Technical SkillsProficiency in using CRM systems and Dialer Systems.Excellent skills in Microsoft Office, especially Excel.Ability to extract and analyze reports.Leadership SkillsAbility to lead a team and motivate individuals.Problem-solving skills and the ability to make quick decisions.Commitment to achieving goals and ensuring service quality.Communication SkillsTactful in dealing with the team and customers.Ability to provide effective feedback in a constructive manner.Time Management SkillsEfficient in organizing shifts and scheduling tasks.Able to work under pressure and flexible with working hours (may include night shifts or holidays).LanguageFluency in Arabic.Very good to excellent level in English (especially in international work environments).Preferred AlsoExperience in an international or multinational call center environment.Background in training teams or conducting performance evaluations.Knowledge of key performance indicators (KPIs).