Italian Call Center Team Leader - Abu Rawash

Raya Contact Center - Abu Rawash, Giza

Applicants for
1 open position
Experience Needed:
2 to 3 years
Career Level:
Job Type:
Full Time
1 open position
About the Job

Reporting To:

  • Account Manager

Direct Reports:

  • 12 – 15 Account Advisor

Job Purpose:

  • Responsible for providing quality and efficient customer service to customers through the management of his team to include ensuring performance targets and objectives are met

Key Responsibilities:

  • Supervises/manages activities and performance of the Account Advisors
  • Handles Account Advisors needed for on-job training and coaching
  • Monitors transactions to ensure that QA standards are met
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
  • Manages difficult calls by acting as first line of escalation
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
  • Adheres to all schedules (Advisors / operations / Monitoring)
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
  • Logs and acts on client’s requests
  • Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented
  • Ensures that Team members adhere to RCC policies
  • Performs other related duties
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
  • Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Areas Job Impacts:

  • Overall project performance

Contacts within Raya but outside own area of work:

  • Work Force Department - Human Resources Department – Information Technology - Quality Assurance Department – Account Management - Training Department
Job Requirements

People Management & Leadership:

  • Provides leadership and guidance to own team

Financial Impact:

  • Penalties for not meeting project KPIs

Required skills, expertise & Knowledge:

Functional Level:

  • Operational Knowledge
  • Numerical Knowledge
  • Understanding of CRM (and other related sofware)
  • Understanding of client’s business
  • Knowledge of policies & procedures
  • Knowledge of current performance metrics

Business Level:

  • Awareness of Company SOD
  • Awareness of Call Center Business
  • Awareness of Client related industries

Interpersonal Level:

  • Strong leadership skills
  • Dynamic
  • Influencing skills
  • Good time management skills
  • Result orientation
  • Quality focus

Problem Solving:

  • Skills to identify and analyze problems
  • Skills to maximize resources utilization

Educational Background:

  • University Degree

Professional Experience:

  • 2-3 Years of related work experience
  • Call Center background is a must

Language Skills:

  • Fluency in the supported languages (Italian & English)
About this Company

Raya Contact Center is a world-class Business Process Outsourcing Service Provider offering contact center services, back office services, inside sales channel management and professional services. Raya Contact Center with its Call Center services caters to clients, including... (More)

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