Call Center Team Lead

About Us:We are a leading real estate development company, recognized for delivering exceptional projects globally and setting new benchmarks in the industry.We are seeking an experienced and motivated Call Center Assistant Manager to support the smooth operation of our Customer Contact team. In this pivotal role, you will assist in overseeing daily call centre activities, ensuring the delivery of prompt, professional, and courteous service to our clients in a fast-paced property development environment. The ideal candidate will be a hands-on leader, dedicated to driving team performance and upholding the highest standards of customer satisfaction.Key Responsibilities:Customer Service Excellence:Serve as an escalation point for complex customer inquiries, sensitive complaints, and urgent issues, resolving them with discretion and professionalism.Ensure the team handles all customer interactions—related to property listings, handovers, and after-sales support—accurately and effectively.Uphold and enforce company customer service standards and Service Level Agreements (SLAs).Data Management & Collaboration:Ensure the team maintains detailed and accurate records of all customer interactions in the CRM system.Collaborate closely with Sales, Legal, and Project Management teams to relay accurate information and address customer-related issues promptly.Team Leadership & Operational Support:Assist in supervising a team of customer service agents, providing guidance, motivation, and support.Support the smooth operation of the contact centre, ensuring adequate coverage and efficient workflow.Help train and onboard new staff members, ensuring they are well-versed in project details, product knowledge, and service expectations.Quality Assurance & Performance Management:Monitor and evaluate inbound and outbound call quality, providing constructive, real-time feedback to agents.Track and analyze key performance metrics (KPIs) such as call handling time, resolution rates, and customer satisfaction scores.Assist in preparing detailed weekly and monthly performance reports for management.Compliance:Ensure all team activities and processes comply with company policies and relevant regulatory requirements.Required Qualifications & Experience:Bachelor’s degree in business administration, Real Estate, or a related field.A minimum of 5 years of experience in a call centre environment, with at least 2 years in a supervisory or assistant manager capacity.Proven experience in the real estate, property development, or a related industry is highly preferred.Strong proficiency in using CRM software and the Microsoft Office Suite (especially Excel).Required Skills & Competencies:Exceptional Communication: Outstanding verbal and written communication skills.Leadership & Interpersonal Skills: Ability to lead, mentor, and inspire a team with strong conflict resolution abilities.Detail-Oriented & Organized: Meticulous attention to detail and excellent organizational skills.Adaptability: Capable of multitasking and thriving in a dynamic, fast-paced environment.Professionalism: Demonstrates discretion, empathy, and a customer-centric approach in all situations.What We Offer:Competitive salary and commission-based incentives.A dynamic and professional work environment.Career growth opportunities in a leading real estate firm.If you have the required experience and skills, and you're ready to take on a challenging yet rewarding role, we’d love to hear from you!How to Apply:Send your resume to Talent@reportageuae.com " Call Center Assistant Manager – Real Estate."