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Call Center Team Leader

Future Group
Cairo, Egypt

Call Center Team Leader

Cairo, EgyptPosted 2 months ago
78Applicants for1 open position
  • 33Viewed
  • 3In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Provide Direct Customer Support through various channels.
  • Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Managing a team of 30+ interpreters.
  • Investigate and resolve customer complaints and queries particularly the escalated ones.
  • Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA.
  • Continuously monitor the performance of the team, and craft tailored development plans for each member.
  • Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
  • Create a healthy and comfort work environment.
  • Conduct coaching sessions and 1:1s in an organized manner.
  • Monitor calls/QA tickets and provide feedback.
  • Support Process Improvement and contribute to process optimization.
  • Support team members by answering questions and providing knowledge or solutions.
  • Monitor adherence and conformance to shifts and schedules.

Job Requirements

  • Minimum 5 years experience in a call center environment.
  • Must have a minimum of 3 years of experience as a team leader (Managing voice)  (USA/UK).
  • Preferred to have Interpretation Management Experience.
  • Knowledge of issues and terminology of the interpreter profession.
  • Ability in coordinating and prioritizing the work activities of self and others.
  • Knowledge of supervisory practices and principles.
  • High proficiency in English language, vocabulary, and written and verbal communication.
  • Establishing and maintaining effective working relationships.
  • Working Hours: US shift between 2:00-11:00 PM CLT.
  • Working Days: Monday to Friday
  • Gender: Any
  • Work Location: Maadi

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