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Contact Center Team Leader

Centro
Maadi, Cairo
Posted 5 years ago
147Applicants for1 open position
  • 17Viewed
  • 14In Consideration
  • 0Not Selected
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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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