Silah

Due to continued growth of the eGA contract we are seeking an additional team leader to lead and manage the team. Duties and responsibilities will include the following:

•Lead and motivate contact centre representatives on their team through ongoing formal and informal interactions to achieve agreed team and individual performance metrics. This will involve consistently monitoring their team’s performance and identifying any training and development needs with regard to performance gaps.

•Support the development of successful behaviours and skills within their team through constructive and timely feedback, one to one meetings and the implementation of development plans.

•Create a positive working environment within their team by implementing initiatives to maintain the motivation, morale and performance of the team leading to increased productivity, increased employee retention and reduced absenteeism.

•Act as a role model for customer insight and build a culture of customer commitment within their team.

•Creates a two way flow of communication within their team to ensure that relevant information is cascaded to team members effectively and that the team have an opportunity to give feedback.

•Deal with escalated customer issues they are presented with in an efficient and professional manner to ensure issues are closed out.

Experience Required:

• Minimum of 1 year experience in a similar role.
• Demonstrate an in-depth understanding of call centre processes and day to day activities.
• Must be in current role for a minimum of 6 months.
• Proven ability in analysing and reporting data Main Duties and Responsibilities.

Skills:
• Excellent interpersonal and presentation skills
• Fluency in Arabic and English
• Strong oral and written communication skills
• Self starter and ownership orientated with a ‘Can do’ attitude

If you are interested in applying for this role please send a copy of your CV to nbucheeri@silah.bh