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Customer Service Team Leader - Alexandria (Multinational)

Pillars
Alexandria, Egypt
Posted 5 years ago
270Applicants for20 open positions
  • 251Viewed
  • 30In Consideration
  • 207Not Selected
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Job Details

Experience Needed:
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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

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