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Call Center Team Leader

Heliopolis, Cairo
Posted 4 years ago
185Applicants for1 open position
  • 129Viewed
  • 26In Consideration
  • 44Not Selected
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Job Details

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Job Description

Key Responsibilities:

  • Provide leadership, direction and real-time management to the Team in order to deliver service excellence.
  • The role holder should spend 70-80% of their time working closely with their team and the return on this investment of time will be through demonstrating continuous improvement in team/individual performance.
  • Create an environment where people are energized, engaged and enabled through high impact communication and coaching, resulting on team target
  • Answering the agent’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the agents.
  • 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.
  • Solve tricky escalations and crisis management situations
  • Develop the team and support individual progression and learning
  • Monitor team calls (live & recorded) and make sure that the calls KPIs applied.
  • Support call center team by handling angry customers and respond to the transferred calls.
  • Prepare the daily/weekly & monthly reports.
  • Assist in handling customers’ calls especially in rush hours or absence of the team member.

Job Requirements

  • Bachelor's degree from any university is a must.
  • Excellent command of English language.
  • Minimum 2 years of experience as a team leader is a must (Telecommunication Industry background is preferred).
  • Strong knowledge of (ERP – CRM) is preferred.

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