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Customer Service Team Leader

waffarha.com
Downtown, Cairo
Posted 2 years ago
286Applicants for1 open position
  • 174Viewed
  • 26In Consideration
  • 1Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
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Skills And Tools:

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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