Customer Service Team leader
Ulemt -
New Cairo, CairoPosted 1 year ago133Applicants for1 open position
- 97Viewed
- 33In Consideration
- 38Not Selected
Job Details
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Job Description
As our business is growing up, we are looking for a Customer Service Team leader.
If you think you have the suitable requirements and qualifications for this job, APPLY NOW!
Job Description:
- Provide Direct Customer Support through various channels.
- Investigate and resolve customer complaints and queries – particularly escalated ones.
- Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
- Continuously monitor the performance of the team, and craft tailored development plans for each member.
- Train and coach newcomers, and frequently provide training sessions for existing employees.
- Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
- Create a healthy and comfortable work environment.
- Conduct coaching sessions and 1:1s in an organized manner.
- Monitor chats/calls/tickets either live or saved 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.
- Participate in the budget build-up.
Job Requirements
- Proven work experience as a team leader or supervisor
- In-depth knowledge of performance metrics
- Good PC skills, especially MS Excel
- Excellent communication and leadership skills
- Organizational and time-management skills
- Decision-making skills
- Degree in Management or training in team leading is a plus
- Minimum 1 year of experience as a leader (managing voice & non-voice teams).
- Minimum 3 years’ experience in a call center environment.
- MEN ONLY
