Drive the performance of a team of Consultants, meeting and exceeding all KPI targets
Manage attrition, shrinkage, and other critical metrics of the team
Coach and mentor Consultants, providing feedback and performance management
Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers
Drive organizational initiatives within the team

🎯 Requirements

Strong command of English (B2) and Arabic, both written and spoken
3-5 years of experience in customer service industry with at least 1 year in team lead/supervisory
Proven experience managing a team of 15-25 agents
Strong command of KPIs: AHT, CSAT, QA
Coaching and performance management skills
Willingness to work rotational shifts

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