Call Center Team Leader Full Time

Job Purpose

We are seeking a Call Center team leader to oversee the daily operations of our customer service team. The ideal candidate will have experience in managing a call center, with expertise in the use of Vocalcomm and Freshdesk systems. As a Call Center team leader, you will be responsible for target numbers & ensuring exceptional customer service.

Job Role

The Call Center Team Leader duties include, but are not limited to, the following:

• Manage and oversee the daily operations of the call center team, including scheduling, training, and performance management.
• Ensure that the team meets established service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement call center policies and procedures that optimize customer service and operational efficiency.
• Monitor and evaluate call center performance, providing regular feedback to team members to help them improve their performance.
• Ensure that the team is properly trained on the use of the Vocalcomm and Freshdesk systems.
• Work with other departments to identify opportunities for process improvement and implement changes as needed.
• Resolve customer complaints and escalations in a timely and professional manner.
• Prepare reports and analyze data to identify trends and opportunities for improvement.
• Ensure compliance with all applicable laws, regulations, and company policies.

Qualification & Experience

• Bachelor’s degree in business administration, communications, or a related field.
• 3-5 years of experience in call center management.
• Expertise in the use of Vocalcomm and Freshdesk systems.

Knowledge & Skills

• Strong leadership skills with the ability to motivate and manage a team.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think creatively to find solutions.
• Ability to work under pressure and handle multiple priorities.
• Strong organizational skills with attention to detail.
• Excellent customer service skills.
• Great active listening skills
• Exceptional interpersonal and rapport building skills.
• Adaptability and flexibility
• Computer literacy
• Customer focus and service.
• Selling/teleselling/tele marketing skills is a plus.

Knowledge & Skills

• English
• Arabic or French is an asset.

Application

Interested candidates should submit their CV and statement of interest via email to:   [email protected]

Only shortlisted candidates will be contacted by CUD. Review of applications will continue until the position is filled.

We look forward to receiving your application!

About the Institution

Founded on a vision to pursue academic excellence and to leverage a diverse North American and European learning culture, Canadian University Dubai provides rich opportunities in education, research and professional development.  Join our enthusiastic Faculty and Staff who deliver leading edge curriculum, tailored for a unique Canadian education experience.

All of our programs are fully accredited in Canada and the UAE, opening doors and opportunities for our students to pursue their goals in Canada and abroad.  You can do all of this, and be part of the exciting challenge, from our new campus in City Walk, where art, imagination and design meet, in the heart of Dubai’s newest boutique community. Canadian University Dubai offers full, expatriate assignments, with competitive total rewards. Canadian University Dubai strives to provide employees, students, and visitors with a diverse, safe, professional and ethical work environment, free of harassment.

At Canadian University Dubai, we foster a culture of inclusion and encourage applications from all qualified individuals, including those of determination and those that are traditionally underrepresented in employment.