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Call Center Team Leader

NOK for Human Capital Solutions
Heliopolis, Cairo
Posted 5 years ago
222Applicants for1 open position
  • 80Viewed
  • 16In Consideration
  • 14Not Selected
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Job Details

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Job Description

  • ensure that procedures are followed and customer receive high-quality service
  • Optimize CSRs performance from both a quality and efficiency perspective
  • Provides statistical and performance feedback and coaching on a regular basis for each team member.
  • Address disciplinary and/or performance problems according to company policy.
  • Drive knowledge transfer within the team
  • Roster distribution to achieve the target
  • Provide input/feedback to Management team where required
  • Remain well versed in Call Monitoring policies, procedures, standards and documentation

Job Requirements

  • 2+ years as lead or higher position. (telco background is preferred)
  • Very strong C-SAT and NPS background.
  • Very good English proficiency
  • Flexible With Rotational shifts and days off.
  • Very good Excel skills
  • Excellent Communication skills.

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