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Service Delivery Team Leader

Centro CDX
Maadi, Cairo

Service Delivery Team Leader

Maadi, CairoPosted 13 days ago
68Applicants for1 open position
  • 43Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

Experience Needed:
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Job Description

  • Motivating staff to achieve performance targets through creating a fair and healthy workplace. Developing employees in every contact point, and ensure they are following the required structure for the interactions that ensure high-quality performance
  • Coach, develop, motivate, monitor, and follow up on team members’ performance, quality, and adherence for improving productivity and skills to ensure people development and high performance
  • Monitor agent and team performance, quality, and adherence, take appropriate actions to improve team achievements
  • Supervise workforce management on the team level, problem resolution, and recommending corrective actions to ensure optimum performance, quality, and adherence
  • Respond to customer questions when escalated through communication means to ensure customer satisfaction
  • Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to ensure the enhancement of the team operation workflow and customer satisfaction
  • Manage employees HR related inquiries and actions through HR management system to ensure accurate employee records
  • Create departmental related reports on a periodic basis through tracking, measuring, and monitoring department performance to make decisions on improvement opportunities

Job Requirements

  • Advanced English level (B2)
  • Graduate
  • Advanced Communication skills
  • Minimum Experience of 2 Years relevant to LOB type (Sales, Customer service.)
  • Experience in managing teams of 15 – 20 Staff members.
  • Good working knowledge of MS office. (Intermediates excel)
  • Intermediate computer skills.
  • Business writing skills

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