Telesales Supervisor
SG Group -
Cairo, Egypt
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Job Description
- Job Summary
- We are seeking an experienced and passionate Call Center Supervisor to lead our customer care team. In this role, you’ll ensure our clients receive top-tier service from first contact to aftercare, while supporting a high-performing team of agents specialized in SG Group’s beauty offerings.
- Key Responsibilities
- Team Supervision & Leadership
- Supervise daily operations of the call center (calls, WhatsApp, social media inquiries, and live chat).
- Coach and motivate agents to deliver excellent client service aligned with SG Group’s premium brand image.
- Manage schedules, shift rotations, and handle real-time task assignment.
- Client Experience Management
- Ensure prompt and professional handling of appointment bookings, service inquiries, follow-ups, and client concerns.
- Handle escalations and special requests (e.g., VIP clients, sensitive cases).
- Ensure agents have up-to-date knowledge of SG Group services like PRP hair treatments, lash extensions, microblading sessions, and skin rejuvenation packages.
- Performance Monitoring
- Track KPIs such as response time, conversion rate, call handling time, and customer satisfaction scores (CSAT).
- Provide regular feedback, coaching, and performance reviews for agents.
- Identify gaps in performance and provide action plans for improvement.
- Training & Development
- Support onboarding and continuous training programs focused on service excellence and beauty-specific knowledge.
- Coordinate with service branches to keep staff informed on new techniques, promotions, and updates.
- Reporting & Strategy
- Generate weekly and monthly reports for management.
- Provide insights on client feedback, recurring concerns, and opportunities to improve service flow.
- Collaborate with marketing and operations to align messaging and promotional efforts.
Job Requirements
- Qualifications
- 2–4 years of experience in a call center supervisory role, preferably in beauty care, wellness, or healthcare industries.
- Strong knowledge or interest in hair, skin, and beauty treatments.
- Excellent leadership, interpersonal, and customer service skills.
- Familiar with CRM systems, booking platforms, and messaging apps (e.g., WhatsApp Business).
- Strong problem-solving ability and attention to detail.
- Fluent in [English and Arabic] or other relevant languages.
- Nice to Have
- Experience in working with multi-branch or franchise-based beauty centers.
- Knowledge of treatment protocols of beauty
- Sales-oriented mindset to support upselling and cross-selling efforts.
