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Operational Team Leader (English) - Contact Service Center

Majorel Egypt
Maadi, Cairo
Posted 5 years ago
107Applicants for1 open position
  • 3Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • Follow up day-to-day on the team to make sure that they follow the right process and procedures.
  • Make sure that Customer’s complaints or requests got solved from the first time to achieve FCR.
  • Track the team performance and set a proper action plan when needed.
  • Monitor Agents’ performance and Transactions then deliver the feedback also effective coaching on time and on a regular basis to each team member.
  • Motivate team members, listen to team members’ feedback and resolve any issues or conflicts.
  • Generate clients’ reports and send it on time.
  • Report team performance to the Supervisor on regular basis (weekly/monthly).
  • Prepare the salary sheet for the team.
  • Communicate and Make sure that the team got acknowledged by any updates on KB whether it is major or minor.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Manage real time.
  • Perform second interview for Agents.

Job Requirements

  • Bachelor’s Degree
  • Level of English: Excellent ( Writing & Speaking )
  • Customer service experience in a call center setting.
  • Excellent Skills (Excel and PowerPoint).
  • Very good communication skills
  • Very good problem solving skills

Indicative Years of Experience

Minimum 1 Year of work experience in

a call center field .

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