Operation Senior Team Leader

Main Job Tasks, Duties and Responsibilities: 

1. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. 
2. Establish a high standard for productivity, quality, customer service as well as define user guidelines. 
3. Develop company systems for customer interaction and voice response and control the implementation process. 
4. Manage and improve centre performance through performance monitoring, problem resolution, system audits and quality assurance measures. 
5. Aid human resources department in recruitment process by interviewing potential hires and outlining
6. Summarize, collect and analyse call centre trends and data for regular performance reports. 
7. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. 
8. Maintain consistent professional improvement through company provided workshops, tracking call centre trends and active participation in team projects. 
9. Help promote positive company environment by having a motivated, friendly, and professional attitude. 

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Qualifications 

1. Bachelor’s Degree. 
2. 5+ years of managerial experience. 
3. Customer service experience preferred. 
4. 3+ years of call centre experience preferred. 

Skills and Knowledge 

1. Excellent English. 
2. Customer Focus. 
3.  Customer Service. 
4.  Excellent verbal communication skills 
5. Process Improvement. 
6.  Problem Solving. 
7.  People Skills. 
8.  Teamwork. 
9.  People Management, 
10.  Managing Processes. 
11.  Emphasizing Excellence 
12. Good writing skills and presentation skills 

Interested applicants should send their c.v (English only) to: [email protected], please reference the job title as [ Operation Senior Team Leader ] in the subject line of your e-mail.

The successful candidates will need to have a commitment to challenging students to reach the highest possible standard, have excellent communication skills and be an effective team player.

Transcend is committed to a policy of equal opportunities. We provide an excellent working environment within a highly professional and friendly Palestinian and international team.

We thank all applicants for their interest, but regret that only short-listed candidates will be contacted.