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Full-time Team Lead- Call Center

at Sybrid Pvt Ltd

Description:
Leading the teams, provide help to Supervisor Operations to meet the targets for the department

Key Reponsibilities:

•Ensuring promotions and marketing materials activities are properly communicated and executing by agents
•Prepare the relevant executive and operational reports on a timely basis
•Ensure follow up calls on complaints through teams
•Keen monitoring of team members performance in order to keep profile
•Provision of technical, objective and goal oriented support to the team members
•Coordination with other departments for operational issues
•Product knowledge of McDonald’s items and pricing
•Customer handling using problem-solving skills to handle difficult or irate clients and resolve conflicts
•Schedule agents for shifts

Competencies and Critical Success Factors:

•Applying an understanding of key legal precedents, policies and practices to protect the interests of the organization and individual employees
•Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction
•Building strong relationships with customer, focusing on impact and result for the customer and responding positively to feedback
•Employing structured approaches to generate ideas, evaluate and select options
•Proficiency in developing and evaluating options and alternative courses of action
•Demonstrating good oral and written communication skills
•Using a range of techniques and approaches to convey thoughts and ideas in a range of situations
•Well presented (Good personal hygiene, dressing appropriately, etc.)
•Demonstrating confidence and assertiveness in an interpersonal manner
•Demonstrating a conceptual and practical understanding of approaches and tools to help organization groups, units (teams, functions, divisions, regions, subsidiaries ) capture, share and exploit knowledge to support achieving objectives
•Maintaining focus on a fair and empowering work environment for all employees

Requirements:

•Min 1-2 yrs. as TL, & overall 4 yrs. experience in a Call Center Environment
•Lebanese, Jordanian, Palestinian, Iranian, Yemeni preferred


Skills
-Demonstrate effective written and oral communication skills
-Very good command of both spoken and written English. Arabic would be an added advantage
-Excellent leadership skills

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30-09-2013
: 3385