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Call Center Team Leader

Berlitz Egypt
Nasr City, Cairo
Posted 5 years ago
261Applicants for1 open position
  • 3Viewed
  • 0In Consideration
  • 2Not Selected
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Job Details

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Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Daily:-

  • Revise received inquiries booked interviews and created activates.
  • Internet inquiries (reply via e-mails and call the clients).
  • Team tasks assign tasks and monitor and follow up.
  • Revise data entry for each agent revise activates feedback comments.
  • Check to follow up process and make sure that follow up done on a daily basis (no show follow on the dashboard and basically follow up) for each agent.
  • Back up for calls in rush hours at a call center.
  • Supporting agents in any inquiry or to solve cases.
  • Check booked appointments for all center to make sure it’s booked accurately.

Weekly:-

  • Follow up on scheduled interview for the whole last week.
  • Check all inquiries for last week to close any open inquiry.
  • Check all activate to see if any client had less than 3 follow-ups so we can put him in follow up process again.
  • Check that all received complaints are handled & closed on CRM.

Monthly:-

  • KPIs for each agent and one on one meeting.
  • Shift Schedule for the next month.

Other Tasks:-

  • Other Reports and Tasks assigned by the unit manager.
  • Training for new agents, training takes 3 months.
  • Meetings with the Unit manager and team members depend on demand.

ORGANIZATIONAL RELATIONSHIPS

  • Centers’ Center Directors; sending complaints received through the call center
  • Sales; updating the show and no show status for follow up
  • Customer Service; daily interaction regarding setting Makeup sessions, Technical reviews, Results, Schedules, and Late exams.

Authorities needed:

  • Action to be taken when any of the Call Center Agents violate the customer service policies when the Call Center Operations Manager is out of office
  • Email escalations whenever any of the Customer Service Representatives located in Berlitz Centers didn’t reply any of the customers’ inquiries sent by the Call Center Agents

Objectives:

  • Conversions across all centers 80% inquiry to interview
  • Team Leader successor

Working conditions:

  • Work Location: Nasr City
  • Days off: 1
  • Working hours: 10:00 AM- 6:00 PM OR 12:00 PM-8:00 PM (Rotational)

Job Requirements

QUALIFICATIONS:

  • Bachelor Degree in any field.
  • Excellent user of Advanced Excel, and all Microsoft applications.
  • Very good command of written & spoken English (Berlitz® Proficiency Level 5).
  • Minimum of 2 years working at a call center.
  • Has Sales Background (a plus).
  • Excellent presentation skills.
  • Customer Oriented.
  • Positive Attitude.
  • Creative thinking.
  • Leadership skills
  • Demonstrated verbal communication skills and ability to convey information clearly and effectively
  • Ability to effectively handle multiple tasks in a fast paced environment
  • Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.

PHYSICAL DEMANDS

  • Ability to communicate orally with customers, management, and coworkers, individually and in groups, is crucial.
  • Regular use of the telephone and e-mail for communication is essential.
  • Standing for extended periods is common.
  • Hearing and vision within normal ranges are essential for normal conversations, to receive ordinary information and to prepare or inspect documents.
  • Good reasoning ability is required to solve a wide range of business problems.
  • Able to apply statistical calculations, analysis of variance, correlation techniques, and sampling theory as well as algebra, linear equations, and other analytics as required.
  • Able to understand and utilize financial reports and legal documents to conduct business.

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