Korek Telecom

Call Center Team Leader

Job Overview


Call Center Team Leader oversees and monitors a group of call center employees, provide feedback for the team, ensure that the team goals are met and complete a range of administrative and management tasks.

Key Responsibilities
  • Schedule and organize shift patterns for agents to ensure that customers are never left unattended to.
  • Understand all organizations products, services, procedures, guidelines and communicate same to all agents.
  • Monitor all calls to ensure that quality standards are strictly adhered to.
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
  • Recommend and purchase gadgets to enhance job performance at the call center.
  • Conduct regular review of all call center agents performance and organize training sessions for underperformers.
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
  • Ensure that clients are kept happy and satisfied by providing prompt response and solutions to their challenges.
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  • Handle abusive callers according to the established procedures.
  • Contribute to the enhancement of customer satisfaction.
  • Organize and control staff availability in order to achieve units KPIs and objectives.
  • Participate in setting and preparing unit, team KPIs and objectives on quarterly and yearly basis.
  • Set targets for all call center agents to meet as per schedule.
  • Ensure effective and efficient running of the call centre.
  • Perform any duties or assignment requested by management.
  • Customer oriented.
  • Strong leadership skills.
  • Excellent communication skills.
  • AdeptĀ at using MS Office particularly Excel and Word.
  • Planning & analyzing skills.
  • Problem solving skills.
  • Reporting skills.
  • Ability to work well under pressure.
  • Arabic (required)
  • Kurdish (required)
  • English (required)


Number Of Positions
2-5 years of work experience in relevant field.
Bachelor in Business Administration or in a relevant field.

More Information