Contact Center Team Leader (Outbound)

Job Overview


  • Understand and participate in the development of Customer Care Strategy and plans and participate in the achievement of objectives and targets.
  • Ensure that the team is always well staffed to properly handle the customers’ inquiries according to business needs and peak times to ensure readiness and availability.
  • Deliver on-the-job training as needed to enhance team capabilities and skills.
  • Monitor overall quality of services provided / queuing system and interfere when needed to maintain consistency and efficiency of customer facing activities.
  • Conduct regular meetings with team to monitor their performance to ensure efficiency of work.
  • Ensure the implementation of proper preventive / corrective actions / improvement initiatives with Operational Excellence to increase customers’ satisfaction.
  • Review periodic reports submitted by subordinates and provide feedback and recommendations for improvements.
  • Provide support to subordinates, motivate, and participate in their appraisals for the efficient use of human resources.
  • Implement and suggest improvements to Customer Care Department policies and procedures.
  • analyzing customer experience dashboard in order endorse improvements and ensure implementation of corrective actions.
  • Act as a focal point with other departments to solve escalated requests and ensure on time response.
  • Monitor KPIs measurement and dashboard implementation / analyse different types of reports to assess performance and suggest improvements.
  • Schedule shifts and align absences/holidays in the overall work plan.
  • Define performance metrics, review team performance against these metrics.
  • Identify training needs and plan related training programs.
  • Monitor service levels and KPIs on a real-time basis and ensure proper resolution.
  • Establish team direction, work priorities and staff focus providing leadership in execution.
  • Provide input to the annual business plan for the department related to Contact Center initiatives and objectives.
  • Maintain daily/weekly/monthly reports regarding activity and status of open requests and problems.
  • Responsible for achieving target customer satisfaction levels.
  • Ensure answering all calls by the team to avoid abandoned calls.
  • Monitor the abandoned calls and produce reports to ensure solutions are generated and suggestions are routed to the appropriate department.
  • Monitor the answered calls and check call center calls statistic.
  • Implement and ensure adherence of all processes to company policies, procedures, and guidelines.
  • Ensure that the percentage of customer complaints resolved is maximized in minimum iterations.
  • Monitor reasons for complaints and take improvement measures.
  • Monitor employee’s performance with customers and provide feedback if they deliver wrong info.
  • Handle the calls that the employees can’t handle it and check with the department on solutions.
  • Ensure optimum productivity & engagement levels among Team while ensuring service SLA is met.
  • Provide direction to the team towards effective problem resolution.
  • Monitoring workload balance, driving escalations.


Bachelor of Science in Computer/Telecom/Electrical Engineering or related.