Customer Service Team Leader - Morocco
SITEL -
Rabat, MoroccoPosted 4 years ago216Applicants for8 open positions
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Job Description
- Your Mission will be the coaching, motivating, and managing in all aspects of a team of advisors in charge of delivering an excellent support service to the customers of a company that offers multi thematical leisure TV channels service to its subscribers.
- Under the supervision of the project Operation Manager, you tasks will be as following:
- Ensuring that your team will reach its predefined targets.
- Doing an accurate follow up of your team's performances and knowledge level.
- To ensure that the contacts (various channels) made by your team are in total compliance with projects call process.
- To guaranty that your teams knowledge about the product is continuously up to date.
- To work in collaboration with the quality and product teams in order to improve the quantity and quality KPIs of your team.
- To perform an hour by hour follow up of your team's performance and applying the necessary measures to solve any issue relative to this aspect.
- Managing the planning of your team.
- Building reports and analysis to give a full visibility to your management about the key data relative to your team's performance.
Job Requirements
- At least 1 year of experience as Customer Service Team Leader.
- You are a native citizen of one of the following countries: Lebanon, Syria, Iraq, Jordan; Palestine.
- An effective experience of managing a team of advisors in a call center environment.
- A high fluently of speaking one of the Middle Eastern region dialects + English (oral and written).
- Very good management capacity and leadership.
- A highly influential person able to put in place a good challenge and team work spirit among the managed team.
