Customer Service Team Leader – Call Centre

AXA Cooperative Insurance – KSA


  • To lead and manage team a team of 12-15 FTEs and ensure that on a monthly basis the team achieves their business objectives.
  • To ensure relationships are maintained and developed with key partners where necessary.
  • Create and execute business plans to drive sales and growth.  Identify target segments and create campaigns.
  • Generate and analyze internal reports for planning and monitoring purposes both for direct reports and portfolio.
  • Maintain competitor edge by being aware of local competition and take forward initiatives based on this information.
  • Work in conjunction with Operational Excellence in terms of ‘Voice of the Customer’ and process improvement initiatives.
  • To provide customers with accurate information as per the company’s guidelines of all products and regions.
  • Employees should ensure that a high level of quality standards are applied to ensure correct information is obtained from the customer for the use of quotations, changes in policies and renewals.
  • Promote the company’s products at all times.
  • Ensure campaign results set out by manager is achieved.
  • Ensure Audit standards are met based on guidelines provided by management.
  • To gather, analyze and monitor call abandon rates and targets set for department.
  • Set individual targets for the team members in conjunction with the manager
  • Provide training for all new staff on the CRM system, products offered and customer service
  • Ensure that subordinates adhere to company service standards
  • Maintain leave and attendance records of the team members
  • Manage the development of staff, by identifying training required and their day to day functions
  • Assist where required with project work

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