Job Details
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Job Description
- Monitor the daily, weekly, and monthly staff performance.
- Coach, Motivate, recognize, and take action with the call center agent to ensure the delivery of the best customer experience.
- Conduct one-to-one & monthly meetings with the agents to ensure that all KPIs are achieved.
- Develop the agent's performance and set an action plan.
- Conduct the needed brief to the agents on any new process, products, services, updates, or promotions.
Work Conditions:
- 9 working hours rotational shifts till 11:00 PM.
- 5 working days & 2 days off.
- Work Location: Tahrir.
Objective:
- Supervise day-to-day operations, while ensuring agents understand and comply with all customer/partner care objectives, performance standards, and policies.
Job Requirements
- At least 2 years of experience as a Team Leader in any Contact Center Environment.
- At least 1 year of experience in Chat Channel.
- Excellent level of English language.
- A good level of Excel is essential.
- Outstanding verbal and written communication skills.
- Excellent negotiation skills.
- Excellent set of interpersonal skills (Teamwork - Time Management).
- Be a University Graduate.
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