Customer Service Team Leader
Sheikh Zayed, Giza
Job Details
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Job Description
- Oversee and resolve high-priority escalations and complex customer complaints to ensure customer satisfaction.
- Monitor team productivity and ensure compliance with service level agreements (SLAs), average handling time (AHT), abandoned calls (Abd. Calls), and first call resolution (FCR).
- Analyze agent performance metrics and compile detailed reports for the CRM Section Head, offering insights and recommendations for improvement.
- Conduct call quality monitoring to maintain consistent service excellence and identify opportunities for coaching and development.
- Define and communicate performance expectations, including schedule adherence, productivity targets, break management, and handling exceptions.
Job Requirements
- Bachelor’s degree in any related field
- Minimum 4-5 years of experience in customer service, support or any similar role.
- Familiarity with CRM systems
- Proficiency in Microsoft office Suite
