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Contact Center Team Leader

Raya Customer Experience
Abbassia, Cairo
Posted 4 years ago
237Applicants for2 open positions
  • 112Viewed
  • 26In Consideration
  • 83Not Selected
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Job Details

Experience Needed:
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Job Description

  • Supervises/manages activities and performance of the Account Advisor’s
  • Handles Account Advisors needed for on-job training and coaching
  • Monitors transactions to ensure that QA standards are met
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
  • Manages difficult calls by acting as the first line of escalation
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
  • Adheres to all schedules (Advisors/operations / Monitoring)  Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
  • Monitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution
  • Coordinates daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
  • Logs and acts on the client’s request
  • Communicates to WorkForce any changes to schedules or WorkForce levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented
  • Ensures that team members adhere to RCC policies
  • Performs other related duties
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance with the plan.
  • Conduct process improvement opportunities on all assigned teams in order to maximize efficiencies and quality in service delivery and provide value-added to clients.
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Job Requirements

  • Problem-Solving Skills.
  • Skills to identify and analyze problems
  • Skills to maximize resources utilization
  • 2-3 years of related work experience, Call Center background is a must.

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