Call Center Team Leader

iSON Xperiences Egypt -
Cairo, EgyptPosted 4 years ago

251Applicants for2 open positions

Job Details

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Ensure punctuality, productivity, positive attitude, as well as coherence and harmony among team members;
Lead team towards achieving a common goal, giving necessary guidance and support;
Motivate team members to work under pressure and cope with stressful environments;
Perform skill development activities such as training, and one-on-one coaching meetings;
Maintain and enhance the company standard of customer satisfaction through empowering team members.
Ensure that team results are meeting with accounts’ predefined goals in terms of quality, productivity and KPI’s
Monitor agents’ performance through running quality check activities on calls and reporting;
Give feedback on employee performance via formal and informal channels;
Detect possible performance gaps and address them using suitable techniques.
Take necessary actions pertaining under-performing employees
Reward good behavior and achievement with recognition
Generate monthly reports like conformance and adherence
Escalates significant problems to call center management and follow up on progress
Monitor and report floor performance on assignment acting as a floor supervisor

Bachelor degree
Call center experience as a team leader for minimum 1 Year, offshore account is a plus
Clear and effective communication skills
Leadership and coaching skills
Problem solving skills
Tolerance and emotional steadiness
Achievement Orientation
Time management skills
Attention to detail