IDP Education Ltd Hiring for Call Centre Team Leader – UAE Job at Dubai Full Time

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.

We are on a mission to build the world’s leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations.

As a co-owner of IELTS, we deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia.

We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives – not only of our customers, but their wider communities.

By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success.

POSITION PURPOSE

Call Centre Team Leader is responsible for supervising, managing and motivating the team members on a daily basis. The key focus of the role is to manage the call centre team and provide effective guidance and identify genuine sales leads for delivery to, and conversion by, our local Student Placement Counsellors.

RESPONSIBILITIES

Business and Operations Management

• Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company’s objectives.
• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external clients.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers performance reviews for skill improvement.
• Ensures team members have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

Communication

• Assists the Marketing Operations Manager with daily operation of the call centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts

WHAT WE’RE LOOKING FOR

• Educated to bachelor’s degree level or equivalent

• 
  Team Leader Call Centre experience is a must

• Strong written and verbal communication skills

• Minimum 2 year’ sales or customer service experience.

• Proven work experience as a team leader or supervisor.

• Demonstrated skill in managing business activities in a customer facing multinational company.

• Proven ability to motivate and lead teams to achieve demonstrable outcomes.

• Ability to proactively identify, analyse and solve problems effectively.

• A strong, ethical leader who acts with integrity and in the best interests of the business.

• Excellent presentation and communication skills – written, verbal and listening.

• Customer focussed, with a passion for providing outstanding service.

• Strong interpersonal skills.

• Demonstrated organizational and time management skills, with the ability to prioritize

• Results driven with a ‘can do’ attitude

• Intermediate level of computer literacy – MS Office – Word, Excel and email

• Strong typing/data entry skills

• Ability to multi-task and retain information

• Ability to handle pressure

Desirable Requirements:

• Experience in an online environment is highly desirable

• 
  Experience in working with CRM systems (Genesys system)

• Experience working in the Education sector / sales environment