Professional Department


Call Center Team Leader

  1. Creating sense of ownership within the employees and resolving employee issues, if any Encouraging, supporting, and motivating actively one’s peer team.
  2. Looking constantly for development as well as continuous improvement for the entire team
  3. Monitoring, organizing, and coaching team on a day-to-day basis
  4. Communicating the company’s purpose, core values, vision to the front employees
  5. Ensuring that the employees follow their schedules properly as designed
  6. Handling escalated calls, complaints, questions, and queries as necessary
  7. Facilitating cross-functional communication within employees for improved working condition
  8. Creating a conducive work environment for all the call center’s employees


Quality Assurance

  1. Participates in design of call monitoring formats and quality standards
  2. Performs call monitoring and provides trend data to site management team
  3. Uses quality monitoring data management system to compile and track performance at team and individual level
  4. Participates in customer and client listening programs to identify customer needs and expectations
  5. Provides actionable data to various internal support groups as needed
  6. Coordinates and facilitates call calibration sessions for call center staff
  7. Provides feedback to call center team leaders and managers
  8. Prepares and analyzes internal and external quality reports for management staff review
  9. Performing other related duties as assigned by Management


Back Office

  1. Handle all outbound calls for canceling, and reschedule the reservations
  2. Contact the client SPOC for any updates in the dates or process
  3. Send the required reports to the customer experience team
  4. Handle all fax and e-mail activities in the call center
  5. Provides actionable data to various internal support groups as needed
  6. Provides feedback to call center team leaders and managers
  7. Prepares and analyzes internal and external reports for management staff review
  8. Performing other related duties as assigned by Management



  1. Providing productivity analysis reports to management on a regular basis
  2. Enter, edit, and keep track of daily workforce updates
  3. Work with management to efficiently schedule Operations staff
  4. Provide the call center team with the shifts schedule, breaks schedule, and days off on weekly base
  5. Analyzing in-bound call patterns, trending, and staff alignment to provide management with clear and concise summaries
  6. Plan, design, and present historical information and data to management with suggested areas of business process improvement
  7. Facilitates meetings with clients to gather information, document expectations, and provide forecasts for client staffing
  8. Input/update/change the workforce management system data and shift information in real-time


Technical Support

  1. Provide support and technical issue resolution for the call center staff
  2. Administrate, and support all call center applications
  3. Configure software to connect to Internet application servers
  4. Provide training to staff in the use of system and applications
  5. Identify and correct or advise, on operational issues in client computer systems
  6. Perform creation of new accounts using company provide software tools
  7. Be the SPOC of the company with the providers as TE, and TE Data, GSM operators, Etc
  8. Handle the routine documents with all our service providers


Call Center Admin

  1. Handle the staffing process (staffing request, trainings, and housing)
  2. Handle the leaves issues according to the workforce leaves availability reports
  3. Arrange the meeting room schedule and reservations
  4. Handle the financial issues within the call center (like Eftar issue…)
  5. Handle the call center requirements of stationeries, cleaning tools, office boy requirements … etc
  6. Handle the periodical meetings between the management and staff
  7. Handle the resignation process (informing HR, releasing form…etc)