Call Center Team Leader

Ellithy Group -
Nozha, CairoPosted 4 years ago

152Applicants for1 open position

Job Details

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Provide leadership, direction and real-time management to the Team in order to deliver service excellence.
The role holder should spend 70-80% of their time working closely with their team and the return on this investment of time will be through demonstrating continuous improvement in team/individual performance.
Create an environment where people are energized, engaged and enabled through high impact communication and coaching, resulting on team target
The Role Holder Should be professional using CRM Systems and Call Centre Systems to generate Reports
Answering the agent’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the agents.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Solve tricky escalations and crisis management situations
Develop the team and support individual progression and learning
Monitor team calls (live & recorded) and make sure that the calls KPIs applied.
Support call center team by handling angry customers and respond to the transferred calls.
Prepare the daily/weekly & monthly reports.
Assist in handling customers’ calls especially in rush hours or absence of the team member.

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.)
Graduates only to apply.
Excellent MS Office User
Strong leadership skills
Result orientation
Generates Solutions
Communication and interpersonal skills.
Motivation Skills
Coaching Skills
Preferred to be a Female

Working Hours: