Customer Service Process Lead (Voice)

Fixperts Contracting LLC

Posted 30+ days ago

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Experience

3 - 6 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Any Graduation

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Customer Service Process Lead ( Voice)

We are seeking a proactive and experienced Customer Service Process Lead to lead our customer service team and ensure exceptional service delivery in a fast-paced environment.

Key Responsibilities:

• Supervise and manage daily customer service operations to ensure 24/7 service excellence.
• Prepare staff schedules and optimize manpower utilization based on business needs.
• Coach, mentor, and train team members to improve performance and service quality.
• Monitor call quality, team productivity, and key performance indicators (KPIs).
• Conduct performance evaluations and provide regular feedback.
• Ensure compliance with company policies, SOPs, and quality standards.
• Analyze call center reports and identify opportunities for operational improvement.
• Coordinate with IT and AVAYA support teams to resolve system issues promptly.
• Recommend process improvements and system enhancements to improve customer experience.
• Prepare operational reports and support the Customer Service Manager in achieving departmental goals.

Desired Candidate Profile

• Bachelor's degree in Business Administration or a related field.
• 3–5 years of supervisory experience in a customer service or call center environment.
• Strong leadership, communication, and problem-solving skills.
• Experience with call center systems (e.g., AVAYA) and Microsoft Office.
• Ability to work in a fast-paced, customer-focused environment.
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