Customer Service Team Leader - Alexandria (Multinational)
Pillars -
Alexandria, EgyptPosted 5 years ago270Applicants for20 open positions
- 251Viewed
- 30In Consideration
- 207Not Selected
Job Details
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Job Description
About the Job
- We are looking for Team Leaders who can provide not only a superior customer experience , but can also demonstrate operational excellence (service level, quality, productivity, policy adherence, etc.)
- Optimize CSRs performance from both a quality and efficiency perspective
- Provides statistical and performance feedback and coaching on a regular basis to 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
Job Requirements :
- Education: Bachelor’s Degree
- Professional experience: 5+ years of managerial experience (3+ years of call center experience preferred)
- Language: Fluent Written and Spoken English
Technical Skills :
- Budgeting & financial management
- Data analysis & action planning
- WFM forecasting & capacity planning
- Microsoft Office Package
Behavioral Skills :
- Critical thinking and problem-solving skills
- Planning and organizing
- Communication skills
- Leadership
- Conflict management
- Adaptability