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Customer Service Team Manager

Souq.com, An Amazon Company
Cairo, Egypt
Posted 4 years ago
577People have clicked1 open position
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Job Details

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Job Description

  • If you are passionate about driving process improvement and motivating and leading a team of driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you’re looking for!
  • A Team Manager sets the vision and culture of their teams by handling individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction , by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

Key responsibilities include:

  • People Management:
  • Leading and developing a team of 20-25 associates; responsible for the overall performance management, coordination and evaluation of the team.
  • Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.

Job Requirements

BASIC QUALIFICATIONS

  • Bachelor’s degree is a must.
  • 3 plus years’ experience with Customer service would be an added advantage
  • 5-7 years of overall experience and 2 years of supervisory exposure in managing a team size of 10-20 associates.
  • Advanced computer skills using a variety of programs highly desired
  • 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
  • Applicant needs to be in People Management role

PREFERRED QUALIFICATIONS

Additional professional certificates i.e. (PMP, Six sigma, Lean Processes) is preferable.

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