Inbound Calls Team Leader

Oman Investment Authority

Key Responsibilities:

• Lead and manage a team of Contact Center agents, ensuring high-quality customer service through inbound calls.
• Monitor and ensure timely resolution of customer queries related to faults, emergencies, troubleshooting, account enquiries, and complaints.
• Ensure agents maintain high levels of customer satisfaction and adherence to service standards.
• Set clear team goals and KPIs and monitor team performance to ensure targets are met.
• Ensure the contact center agents are working in a happy environment and ensure the team area is always positive and motivated.
• Oversee customer enquiries received through various communication modes such as email, SMS, and more, ensuring consistent communication.
• Develop strategies for improving customer interaction through multiple channels.
• Ensure timely and accurate responses across all communication channels.
• Prepare accurate team performance reports and customer feedback data on a periodic basis.
• Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer satisfaction.
• Develop KPIs and performance metrics for the contact center team.
• Present performance reports and insights to senior management.
• Participate in preparing and optimizing agent schedules for efficient performance and achievement of projected call volume targets.
• Collaborate with the team to ensure proper rostering and shift management.
• Manage resource allocation to meet dynamic business needs and call volume fluctuations.
• Implement workforce management strategies to optimize agent productivity.
• Participate in preparing and optimizing agent schedules for efficient performance and achievement of projected call volume targets.
• Collaborate with the team to ensure proper rostering and shift management.
• Manage resource allocation to meet dynamic business needs and call volume fluctuations.
• Implement workforce management strategies to optimize agent productivity.
• Analyze customer feedback data to develop team-level analytical reports.
• Implement process and performance improvement measures among contact center agents
• Conduct regular quality assurance checks and audits.
• Develop and implement quality assurance protocols.
• Maintain effective communication within the team, fostering collaboration and knowledge sharing.
• Link with internal departments to address customer queries and resolve issues promptly.
• Facilitate regular team meetings to discuss performance, issues, and improvements.
• Collaborate with other team leaders to share best practices and drive overall improvement.
• Ensure adherence to Contact Center agent scripts and internal processes.
• Identify and recommend process modifications to enhance efficiency and service quality.
• Promote IT security awareness among team members and ensure adherence to IT security standards.
• Understand and adhere to Health, Safety, and Environment (HSE) standards at all times.
• Adhere to company policies and procedures, promoting a culture of compliance within the team.