Contact Center Team Leader (1 Month)

Raya Contact Center - 6th Of October, Giza

Applicants for
5 open positions
In Consideration
Not Selected
Experience Needed:
2 to 3 years
Career Level:
Job Type:
Part Time Freelance / Project
5,000 to 10,000 EGP per month
5 open positions
About the Job
  • Supervises/manages activities and performance of the Account Advisor’s
  • 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 request
  • 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 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.
Job Requirements
  • Problem Solving:
  • Skills to identify and analyze problems
  • Skills to maximize resources utilization
  • 2-3 Years of related work experience Call Center background is a must
  • Fluent 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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