Call Center Team Lead (Insurance)

TL;DR

Call Center Team Lead (Insurance): Leading and developing a team of insurance sales agents to drive sales performance and service quality with an accent on coaching, data-driven decision-making, and operational excellence. Focus on managing sales KPIs, improving call quality, and handling complex customer escalations.

Location: Remote

Company

QIC is a leading insurance provider in the GCC region aiming to build the first Digital Ecosystem by combining insurance and non-insurance services on one platform.

What you will do

• Lead and develop a team of insurance sales agents to ensure achievement of individual and team KPIs.
• Manage the call quality improvement cycle by reviewing calls, providing feedback, and tracking progress.
• Analyze performance data to identify trends and define actionable improvement plans.
• Ensure full compliance with call center procedures, quality standards, and authority matrices.
• Handle escalated customer cases and coordinate approvals for non-standard terms or exceptions.
• Support the onboarding of new agents and provide structured weekly performance reports to the Sales Manager.

Requirements

• 2+ years of call center experience in a sales-focused environment.
• At least 1 year of experience in a Team Lead or Supervisor role with a track record of achieving targets.
• Bachelor's degree.
• Strong understanding of sales KPIs, conversion metrics, and pipeline management.
• Proficiency with Creatio or similar CRM, and Google Sheets or Excel.
• Fluency in English and Arabic for written and verbal communication.

Culture & Benefits

• Full-time remote work with a rotational schedule (2 days off per week).
• Long-term service agreement contract with a 3-month probation period.
• Performance-based bonus system tied to individual and team results.
• Monthly payments in USD via SWIFT.
• Vacation policy including 20 workdays of vacation and 10 sick days.
• Medical insurance and clear career progression paths with regular performance reviews.