Technical Support Team Leader
Xceed -
Cairo, EgyptPosted 9 years ago29People have clicked3 open positions
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Job Description
- Ensure quality of service to the highest standards to ensure Xceed clients satisfaction.
- Act as a self-starter and an action taker to achieve preset goals.
- Utilize tools, resources, and information to help CSR Team to perform effectively.
- Improve and enhance communication channels within the team to ensure adequate update of information and data.
- Assure customer satisfaction and deliver required information and escalations to higher management level.
- Monitor achievement of KPIs of his/her team and escalate when necessary.
- Coach and provide relevant feedback on team performance progress and ensure team satisfaction and development.
- Provide feedback on CSR renewals to Supervisors.
- Monitor calls volume and take appropriate actions to enhance service level.
- Perform floor, assist, briefing, shift handover and other duties assigned by the Contact Center management.
- Login to queue, when necessary, to save service level, when spikes.
- Review monthly team performance for enhancement when necessary.
- Respond to customer questions, complaints, and suggestions when escalation is required.
- Conduct team meetings and one on one sessions on a regular basis.
- Generate, escalate any reports to the client (when necessary).
- Manage the real time performance.
Job Requirements
- 3 - 5 years of experience with a minimum of 2 years in the Call Centre industry.
- People management experience is a plus (for at least 3 performance cycles for a team of at least 15 agents)
- Bachelor's degree in a relevant field.
- IT Skills: Good knowledge of Windows operating environment, Word, Excel & PowerPoint
- Languages: Very Good command of Arabic and English (oral/written).
- Ability to work a full-time shifts schedule including nights, weekends, and holidays
