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Inbound Customer Service Team Leader

Etisalat Egypt 2
Maadi, Cairo
Posted 4 years ago
555Applicants for2 open positions
  • 55Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
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Job Description

  • Oversee and control the efficient handling of customer inquiries/ requests by monitoring all assigned call agents.
  • Monitor key performance indicators for call center agents and reviews with the Quality Assurance section to control behavioral parameters and operational efficiency.
  • Deals with complex/ sophisticated customer inquiries by himself or escalate to Tier 2/ complaint management in order to resolve customer problem/ issue promptly and in an efficient manner.
  • Act as first contact for resolution of people management issues.
  • Monitor compliance with Etisalat’s policies, procedures and guidelines for all contact center services provided by the assigned team
  • Ensure the conveying of a positive corporate image and compliance with Etisalat’s policies, procedures and guidelines
  • Consolidate and submit activity reports and reviews key/ critical issues with superiors
  • Provide clear direction, set targets, prioritize tasks and assigns responsibilities for the Contact Center team.
  • Participates in preparation of Staff performance evaluation reports.
  • Review quality reports, ensure the section’s KPIs achievement and put action plans accordingly.

Job Requirements

  • University Graduate.
  • Max Age 30 years Old.
  • Very good English speaking.
  • Excellent communication skills.

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