Experience
- At least 2 years
Education
Bachelor Degree in any Discipline.
Requirements
- At least 2 years
Skills Required
Additional Requirements
- Age At least 21 years
Experience: Minimum 2 years working in a call center & Digital Monitoring environment, with supervisory or peer-leadership role.
Technical Skills: Proficiency in call center software, Digital monitoring platforms and Microsoft Office (Excel/Word).
Soft Skills: Active listening, clear verbal communication, conflict resolution, and empathy-balanced accountability.
Responsibilities & Context
JSK Group is a diversified and rapidly growing business group operating across multiple sectors including Hospitals, Diagnostic Centers, Transport, Brokerage House, Travel Agency .
All business units are integrated under a centralized digital monitoring system, including CCTV surveillance, staff digital attendance, and real-time operational monitoring, ensuring efficiency, transparency, and operational control.
To strengthen this system, the company is seeking an experienced and competent Team Leader for Call Center & Digital Monitoring to oversee all monitoring activities, manage the monitoring team, and ensure smooth, secure, and efficient operations across all units.
Job Responsibilities:
· Track live metrics, chats, emails, and calls using monitoring software to ensure response times, service level agreements (SLAs), and brand guidelines are met.
Oversee centralized digital monitoring systems across all business units
Host regular one-on-one sessions, review recorded interactions, and provide actionable feedback to improve soft skills and first-contact resolution
Monitor staff attendance, activities, and operational performance digitally
Supervise CCTV surveillance and control room operations
Identify and report irregularities, risks, and security issues
Ensure proper functioning of digital attendance & monitoring systems
Lead and manage the digital monitoring team
Prepare daily, weekly, and monthly monitoring reports
Coordinate with departments for operational control and improvement
Implement and improve digital monitoring tools and strategies