Call Center Team Leader

Royal Lab -
Heliopolis, CairoPosted 1 year ago

282Applicants for1 open position

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Work closely with the team, motivating and coaching them
Keeping up to date with business development and new product lines
Reporting to the Customer Center Manager
Manage day-to-day line activities, priorities and make risk/impact assessments
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the management team to identify and deliver positive change and business efficiencies
Deliver the allocated part of the operation within agreed budgets, service levels and business targets
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvement

Team management experience
Minimum of 3 years’ experience within a contact center environment as a Team Leader
Experience within customer services
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking