Team Lead - Customer Service Representative

Job DescriptionA call center Team Leader has the responsibility of managing a team of Call Centre Agents to achieve the targeted performance as per the set KPIs, as well as to manage the project he handles with the needed reports.ResponsibilitiesManage CSRs performance, to achieve the set KPIs with coordination with supporting functions.Follow up on the team performance, calls, attendance, adherence, Conformance…Analyze performance reports and act accordingly.Define performance gaps, develop, and implement effective coaching & action plans.Continues improvement of the front-line performance by conducting issues root cause analysis.Asses the team performance on a weekly, monthly, quarterly, semi-annual, and annual bases (Appraisal), and take the necessary action to improve the team performance while communicating the expectations and areas of improvement.Achieve the assigned project KPIs.Raise the flag in case of any risk and challenges on time.Supervise the daily front-line team performance to ensure conducting all daily activities as set by the line manager.Coordinate with WFM to plan the staff schedule aiming at achieving the best performance.Prepare, Comment /Justify the team performance reports as per the directions from the line manager and communicate the same internally and externally with the clients.Ensure alignment (internally and externally)Assess and give feedback for the shared plans from different teams and departments.Raise the flag for improving performance or process and recommending solutions to enhance the team performance.Hold the professional and efficient communicate level that represent the company proper image.Act as focal point between the team members and all internal and external teams and departments.Escalate on time and as per the defined escalation matrix.Respond to clients, customers, and back-end escalations.Respond to customer /clients and back-end requests & escalations in alignment with the different contact center teams / Departments.Send & follow-on Meeting minutes with client aligned with direct supervisor.Conduct pre & Post shift meetings to communicate updates / comments to his teamAbout UsAbout Malomatiamalomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals.Our missionEmpowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge-driven solutions.Our visionTo become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem.Driving change that makes a real impactSince 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO-certified IT solutions. With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future.About the TeamEstablished in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients.Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.Join us in shaping the future of technology in QatarJob InfoJob Identification 472Job Schedule Full timeLocations West Bay, Doha, 24069, QA Qatar, QA#J-18808-Ljbffr