Team Leader (Arabic / English Bilingual)

About the Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Leader to play a critical role within 24-7 Intouch, providing front-line supervision to our Customer Service Representatives and ensuring quality service is provided in every single customer interaction. This role also represents our client-partners by learning and maintaining the knowledge of their brands, philosophies, products, promotions and processes. 

A big part of this role is coaching, advocating and acting as a role model by promoting professional and personal development of our team members. Other responsibilities include delivering performance evaluations, training, progressive disciplinary actions and career development plans.

As Team Leader (Arabic/English Bilingual), You Will…

  • Manage production staff in compliance with company standards of conduct and local HR compliance regulations
  • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
  • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements by providing optimum quality & service
  • Interpret and analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
  • Develop solutions, strategies and action plans to improve business performance and client-partner success
  • Use critical thinking to investigate and develop solutions to address ad-hoc issues
  • Motivate teams through relationship building and real-time coaching
  • Develop and deploy incentive programs to motivate agents
  • Coordinate changes in staffing schedules by collaborating with the Operations Support and Workforce Management teams
  • Collaborate with other internal departments (HR, IT, etc) to resolve issues 
  • Bring in-depth operational knowledge and a thoughtful point of view when participating in meetings
  • Gain expert level knowledge on all client-partner products and promotions
  • Demonstrate a positive work ethic and commitment to achieve the best possible outcome
  • Act as a role model and exemplify our cultural values (10 Things)

As Team Leader (Arabic/English Bilingual), You Have…

  • High school diploma or equivalent (required)
  • Bilingualism in Arabic/English (required)
  • Some post-secondary education or completion of a post-secondary degree with a major in Business (considered an asset - a combination of education and work experience will also be considered)
  • 1-2 years of experience in the call center and/or customer service industry, with at least 1 year in a Team Lead or supervisory role
  • Experience dealing with escalated issues in a call center capacity 
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
  • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • The ability to use spreadsheet applications to maintain and develop operational reporting
  • The ability to type 30 WPM with accuracy
  • The ability to work a variety of shifts including days, evenings and holidays

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