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Customer Service Team Leader

Xceed - Maadi, CairoPosted 2 months ago
359Applicants for2 open positions
  • 15Viewed
  • 0In Consideration
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Job Details

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Job Description

Your Role Will Be:

  • 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
  • Prepare and submits internal reports
  • Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
  • 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
  • Manage the Call Center Staff

Job Requirements

  • A Bachelor's degree is a must.
  • Very good command of Arabic and English (oral and written).
  • 1+ years of experience as a Team Leader.
  • Experience in call center is preferred.
  • Leadership Skills.

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