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Job Description
In-class responsibilities:
- Update and develop TPDM modules as needed
- Deliver of TPDM and other training modules as required
- Collate and maintain records of all training undertaken within Cairo Office. This includes maintaining daily reports & collating weekly reports
- Listen pro-actively to calls periodically and ensure that training is effective
- Periodically take customer calls which will ensure current knowledge of issues
- Conduct quarterly agent self-assessments within Cairo Office, analyse the results & take needed action to fill gaps
- Work in line with EMEA Training & Quality to achieve performance metrics
- Be an escalation point for all matters related to testing and quality assurance
- Manage training programs and continuous learning of Quality Assurance staff by means of short courses, conferences, meetups, and nesting certifications
- Communicate with Quality and Training Supervisor - on a daily basis ,operations Managers and Supervisors – on a weekly basis , Remote sites and Client on a weekly basis
Out-of-class responsibilities:
- Manage queue to achieve Account Service Levels
- Floor-walk to accommodate Agent queries and also for the monitoring of agents availability for calls
- Effectively manage outbound activity
- Motivate the team and develop teamwork and job ownership across the account
- Support team members on account specific issues (procedural & technical)
- Coach team members towards PEP(Performance Empowerment Program) targets
- Monitor calls and providing feedback
- Escalate cases to Client contact
- Take client escalated calls
- Provide feedback on problem status to customers
- Be proactive and able to collate data and act according to the Client/Customers’ needs
Job Requirements
- English proficiency C1, Second language requirements either German or French (B2)
- Candidates should be qualified to University Degree level or equivalent
- Training and/or Teaching experience would be a distinct advantage
- Knowledge in Microsoft Office – Word/PowerPoint/Excel
- Call center experience in technical accounts is preferred