Customer Service Team Leader

About the role

We are seeking a proactive Customer Service Team Leader to manage a group of representatives in our Baghdad office. You will ensure high‑quality service delivery, meet performance KPIs, and foster continuous development within the team.

Key responsibilities

• Supervise and coach a team of Customer Service Representatives.
• Monitor daily performance, ensuring targets are consistently achieved.
• Provide immediate support for complex customer issues and escalations.
• Evaluate call/interaction quality and deliver constructive feedback.
• Train new hires and track their progress.
• Manage work schedules, attendance, and compliance.
• Prepare and submit performance reports to management.
• Motivate the team and maintain a positive work environment.

Required profile

• Diploma or bachelor’s degree, preferably in Business Administration or a related field.
• 2–4 years of customer service experience, including supervisory or team‑leading roles.
• Strong leadership, communication, and problem‑solving abilities.
• Ability to work under pressure and handle multiple tasks efficiently.

Required skills

• Experience with CRM systems.
• Familiarity with call center tools.