Call Center Team Leader (Inbound)

Job Description Roles & Responsibilities We are seeking an experienced Call Center Team Leader to oversee inbound customer service operations and lead a team of customer service agents in a fast-paced environment. Key Responsibilities: Lead, motivate, and manage a team of Call Center Agents - Monitor daily operations to ensure service levels and operational targets are achieved - Conduct regular coaching sessions, team briefings, and performance reviews - Handle customer escalations and support complex case resolution - Ensure adherence to company policies, procedures, and quality standards - Monitor attendance, productivity, and workforce utilization - Prepare operational reports and performance dashboards - Identify training needs and implement continuous improvement initiatives - Collaborate with stakeholders to improve customer experience and operational efficiency Key Performance Indicators (KPIs): Service Level Achievement (%) - Average Speed of Answer (ASA) - Average Handling Time (AHT) - First Call Resolution (FCR) - Customer Satisfaction Score (CSAT) - Quality Assurance (QA) Score - Call Abandonment Rate - Agent Productivity Rate - Schedule Adherence - Team Attendance & Attrition Control - Escalation Resolution Time - Complaint Resolution Rate Key Result Areas (KRAs): Achievement of operational and service targets - Team performance management and development - Customer satisfaction and service quality improvement - Effective escalation and complaint management - Workforce optimization and resource utilization - Compliance with SLAs and internal policies - Continuous process improvement and operational excellence Key Requirements: Minimum 5 years of experience as a Call Center Team Leader in Qatar Proven experience managing inbound call center operations Fluent in Arabic and English (Speaking, Reading, and Writing) Strong leadership, coaching, and people management skills Experience in performance management, customer service excellence, and operational reporting Bachelor's Degree preferred Must be currently based in Qatar Desired Candidate Profile The ideal candidate will have a minimum of 5 years of experience as a Call Center Team Leader in Qatar, with proven experience managing inbound call center operations. Must be fluent in Arabic and English (speaking, reading, and writing) with strong leadership, coaching, and people management skills. Experience in performance management, customer service excellence, and operational reporting is essential. A Bachelor's Degree is preferred. Candidates must be currently based in Qatar. Employment Type Full Time Company Industry Call CenterBPOKPOOutsourcing Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Customer EscalationCustomer Service ExcellenceTeam LeadershipPerformance CoachingKPI Management Get real-time job updates only on our App