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Call Center Agent & Call Center Team Leader

26 days ago 2025/07/11
Full time
100-499 Employees

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Job description

  • As a leader, you will be responsible for fostering a positive and motivating work environment, promoting teamwork, and recognizing and rewarding outstanding performance within the team.
  • Monitor call center operations and analyze data to offer constructive feedback and improve agent performance and team efficiency.
  • Cultivate a positive team culture that fosters collaboration, teamwork, and a shared commitment to excellence.
  • Work alongside other departments to develop and deploy initiatives that optimize call center efficiency and enhance customer satisfaction levels.
  • Host frequent team gatherings and training workshops to bridge skill gaps and keep the team informed about any policy changes or process updates.
  • Leverage call center performance data to provide feedback and implement strategies that enhance agent productivity and overall team success.
  • Utilize data-driven insights to coach agents and identify opportunities for process improvement within the call center team.

Skills

  • Proven ability to analyze call center metrics and trends to identify areas for improvement and implement strategies that enhance efficiency and customer satisfaction.
  • Excellent time management and multitasking skills, ensuring seamless call center operations and achievement of performance targets.
  • Excellent problem-solving skills, enabling the handling of challenging customer inquiries and escalations with a customer-centric approach.
  • Skillful in conducting regular performance assessments, offering valuable feedback to drive the continuous improvement of call center agents.
  • Skilled in juggling multiple tasks and managing time efficiently to optimize call center operations and achieve performance targets.
  • Adept at balancing various responsibilities with effective time management, resulting in streamlined call center operations and goal accomplishment.
  • Well-versed in multitasking and time management, driving successful call center operations and meeting performance benchmarks.
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SmartMind Educational Group
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Smart Mind Educational Group is proud to be the first educational group of its kind in Kuwait, managed by young Kuwaiti teachers, and with a carefully selected team of Kuwaiti and non-Kuwaiti talents (Arab brothers). It encourages the sons of the nation to take their role and contribute to the renaissance of Kuwait and the advancement of our sons and daughters, believing that there is no renaissance without knowledge and no advancement without scientific attainment and spreading awareness and culture.

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