The position is designed for professionals who can effectively manage teams, improve customer satisfaction, and ensure high-quality service delivery while maintaining operational excellence.
Job Overview
| Position | Senior Team Leader |
|---|---|
| Company | Commercial Bank Qatar (CBQ) |
| Location | Qatar |
| Requisition ID | 7701 |
| Department | Contact Centre Operations |
| Education | Bachelor's Degree in a Business-Related Field |
| Language Preference | English & Arabic (Preferred) |
About the Role
The Senior Team Leader will be responsible for managing Contact Centre operations, supervising customer service agents, and ensuring that service level agreements (SLAs) and quality standards are consistently achieved.
The role requires strong people management capabilities, operational oversight, and the ability to handle customer escalations while driving team performance and continuous improvement initiatives.
Key Responsibilities
Contact Centre Operations
Manage daily Contact Centre operations and workforce planning.
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Monitor service levels, scheduling, and operational efficiency.
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Ensure customer requests and complaints are resolved within agreed timelines.
Handle customer escalations and provide immediate resolutions.
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Monitor call quality, emails, social media interactions, and customer engagement channels.
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Maintain compliance with operational procedures and service standards.
Team Leadership
Coach, mentor, and develop Contact Centre agents.
Conduct regular performance reviews and feedback sessions.
Motivate employees and promote a positive work environment.
Organize team meetings and encourage professional development.
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Identify training needs and support employee growth initiatives.
Continuous Improvement
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Participate in process improvement and transformation projects.
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Support system enhancement initiatives and User Acceptance Testing (UAT).
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Contribute to productivity improvements and operational efficiency.
Assist in implementing bank-wide transformation programs.
Reporting & Risk Management
Prepare operational reports and performance summaries.
Monitor compliance with policies and procedures.
Support quality assurance and audit activities.
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Identify and mitigate operational risks within Contact Centre functions.
Required Skills and Competencies
Successful candidates should possess:
Strong leadership and team management skills
Excellent customer service orientation
Communication and interpersonal skills
Problem-solving and decision-making abilities
Risk management awareness
Time management and organizational skills
Ability to work under pressure
Accuracy and attention to detail
Adaptability and flexibility
Strategic thinking and analytical skills
Preferred Qualifications
Bachelor's Degree in a business-related discipline.
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Previous experience in Contact Centre operations or customer service leadership.
Proficiency in spoken and written English.
Arabic language skills are highly preferred.
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Knowledge of local regulations, labour laws, and customer service practices is an advantage.
Why Join Commercial Bank Qatar?
Working with Commercial Bank Qatar provides employees with opportunities to grow within a dynamic and customer-focused banking environment.
Benefits of This Opportunity
Leadership role within a reputable banking institution
Professional development and career advancement opportunities
Exposure to large-scale transformation projects
Collaborative and high-performance work culture
Opportunity to lead and develop talented teams
Competitive compensation and benefits package
How to Apply
Interested candidates can apply directly through the official Commercial Bank Qatar careers portal.
Application Steps
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Update your CV with relevant leadership and customer service experience.
Review the job requirements and qualifications carefully.
Visit the official application page.
Complete the online application form.
Submit your updated resume and supporting documents.
Apply Online
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Candidates who meet the required qualifications and possess strong leadership capabilities are encouraged to apply and become part of Commercial Bank Qatar’s commitment to delivering exceptional customer experiences.
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