Customer Service Team Leader

MLAMEH Mansoura, Dakahlia

Applicants for
1 open position
In Consideration
Not Selected
Experience Needed:
3 to 5 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • Manage the Social media Community Managers Staff
  • Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines
  • Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
  • Ensure agents adhere to schedules and minimize absenteeism of agents
  • Explains and communicate KPIs / performance measuring parameters for team members
  • Identify performance gaps for specific individuals and create action plans to improve performance.
  • Provide opportunity to Reward and Recognize High Performance.
  • Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
  • Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
  • Give technical assistance to agents from his/her team and from other teams if required.
  • Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
  • Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
  • Respond effectively to escalate transactions, customer complaints and report escalations.
  • Support the queue if necessary
  • Continuously monitor, analyze agent related metrics and provide actions for improvements.
  • Enhance self-process knowledge of handling transactions (calls / emails/cases)
  • Keep self-updated on organizational products, offers and processes
  • Introduce or suggest process improvements by using knowledge and experience
  • Hiring, training, coaching, and leading call center Agents as they provide support for customers.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by Agents
  • Leading team meetings, asking questions to better understand the calls Agents are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • 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
Job Requirements
  • Very good command of Arabic and English (oral and written).
  • From 3 to 5 years of experience as a Team Leader
  • Experience in call center is preferred
  • Leadership Skills
  • A Bachelor's degree is a must.