Contact Center Team Leader
Centro -
Maadi, CairoPosted 5 years ago147Applicants for1 open position
- 17Viewed
- 14In Consideration
- 0Not Selected
Job Details
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Job Description
Lead the team to achieve the set objectives through coaching, motivation, development and performance improvement to provide an efficient service to a specific account through the team and the individual
Responsibilities
- Manage team performance through assigning objectives per agent to ensure team productivity.
- Supervise workforce management on the team level, by recommending corrective actions that complies with COPC standard for problem resolution and all aspects of the team.
- Respond to customer questions when escalated through communication means to meet customer requirements.
- Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to enhance team performance.
- Manage employees HR related inquiries and actions through HR management system to increase employee satisfactions.
- Motivating staff to achieve performance targets through creating a fair and healthy workplace, developing employees in every contact point, to ensure they are following the required structure for the calls.
- Create departmental related reports on periodical basis through tracking, measuring, and monitoring department performance.
- Coach, develop, motivate and monitor team members performance through following up on employee objectives for improving productivity and skills competencies.
Job Requirements
Specifications (Qualifications, Knowledge, Skills & Experience):
- University degree
- Knowledge of contact center system in monitoring and tracking CSRs.
- 2+ years’ experience of managing people preferably in a telecommunication environment
- Good computer skills (Word and Excel)
- Languages: Very good command of Arabic and English (oral/written)
- Ability to work a full-time schedule including nights, weekends, and holidays
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