Call Center Team Leader
fetchr -
Cairo, EgyptPosted 6 years ago287Applicants for10 open positions
- 36Viewed
- 0In Consideration
- 0Not Selected
Job Details
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Job Description
Job Duties:
- Manage a team of contact center Reps & their KPIs.
- Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
- Monitor calls& perform coaching sessions to ensure that procedures and quality standards are strictly adhered to.
- Answer questions from staff and provide guidance and feedback.
- Handle escalated cases & follow up on customer satisfaction.
- Conduct regular review of all call center agents’ performance and organize training sessions for under performers.
- Hold weekly meetings & One to one meetings to discuss team's current status, required action plans & deliver bonus.
- Set proper action plans to tackle most failed employees.
- Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
- Provide weekly reports to management about team's performance and most failed attributes.
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
- Prepare forecasts and budgets for the call center.
- Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Perform any other tasks assigned by his/her ACM.
Job Requirements
- Experience in the same title is a must.
- Experience in Telecommunication sector is preferred.
- Max Age to apply is 32.
- Excellent in English speaking and writing.