Customer Service Team Leader (Call Center) Full Time

NBS Company for Concentrated Perfumes, a specialized company in the trading and distribution of perfumes, is looking for a highly capable “Customer Service Team Leader (Call Center)” with strong supervisory experience to lead the customer service team and ensure outstanding performance and service quality.

Location: Baghdad – Bab Al-Moatham

Key Responsibilities:

• Oversee the daily operations of the call center team (calls, WhatsApp, and social media channels).
• Lead the team to achieve both sales targets and customer service excellence in a high-pressure environment.
• Monitor team performance on a daily basis and provide continuous coaching and feedback.
• Handle complex customer cases and escalations with professionalism and efficiency.
• Prepare and manage work schedules (shifts) to ensure continuous service coverage.
• Train new employees and continuously develop the existing team’s skills.
• Monitor call quality and ensure adherence to service standards.
• Drive improvements in customer satisfaction and overall customer experience.
• Ensure timely response to customer inquiries across all channels.
• Strengthen the team’s ability to resolve customer issues from the first interaction.
• Identify and reduce recurring complaints through root cause analysis.
• Enhance conversion of inquiries into actual sales.
• Monitor team discipline, attendance, and compliance with working hours.
• Analyze performance data and prepare daily and weekly reports for management.
• Develop and improve communication scripts and customer interaction approaches.
• Coordinate with sales, warehouse, and delivery teams to ensure smooth order fulfillment.
• Propose and implement initiatives to improve productivity and service quality.

Requirements:

• Minimum 3 years of experience in a supervisory role within a call center or customer service environment.
• Proven experience in managing teams and achieving operational and sales targets.
• Strong leadership and team motivation skills.
• Excellent communication and interpersonal skills.
• Strong analytical and decision-making abilities.
• Proficiency in CRM systems and call center tools.