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Job Title: Customer Service Team Leader
Location: Amman, Jordan
Employment Type: Full-time
Company: CsMena
About Us:
CsMena is a leading BPO service provider committed to delivering exceptional customer service experiences. We are expanding our team and seeking a skilled Customer Service Team Leader to join our growing operations in Riyadh.
Job Summary:
The Customer Service Team Leader will oversee a team of Customer Service Representatives, ensuring high-quality service delivery, efficient operations, and team performance in a dynamic environment.
Key Responsibilities:
- Manage and mentor a team of customer service representatives to achieve performance goals.
- Monitor daily operations, including call metrics, service levels, and customer satisfaction.
- Provide coaching and development to team members to enhance skills and performance.
- Handle escalated customer issues and ensure swift resolution.
- Implement and optimize processes for efficiency and service quality.
- Prepare and present performance reports to management.
Qualifications:
- Minimum 4 years of experience in customer service, with at least 2 years in a supervisory or team leader role.
- Strong leadership and communication skills.
- Experience in a BPO or call center environment is preferred.
- Proficiency in CRM and WFM tools.
- Ability to work in a fast-paced environment and manage multiple priorities.
- English proficiency is required; Arabic is a plus.