Customer Service Team Leader
Alhasani Home Center · Bagdad
وصف الوظيفة
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.
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Alhasani Home Center
Bagdad