Call Center Team Leader
Bevatel -
Dokki, GizaPosted 3 years ago204Applicants for1 open position
- 28Viewed
- 18In Consideration
- 0Not Selected
Job Details
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Job Description
- Lead & manage technical support agents / team.
- Ensure agents adhere to schedules and minimize absence of agents.
- Give technical assistance to agents from his / her team.
- Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation.
- Monitoring and check the team's performance and ensure it is consistent with the overall objectives and timelines.
- Ensure adherence to laid down operational metrics and determined SLAs to achieve a high level of client & end-user satisfaction.
- Respond effectively to escalate transactions, customer complaints, and report escalations.
- Continuously monitor, analyze agent related metrics, and provide actions for improvements.
- Enhance self-process knowledge of handling transactions (calls / emails / cases).
- Introduce or suggest process improvements by using knowledge and experience.
Job Requirements
- Excellent command of the English language.
- The maximum age is 30
- Minimum 2 years of experience as a team leader or senior is a must (Telecommunication Industry background is preferred).
- Interpersonal skills
- Strong leadership skills
- Dynamic and active
- Influencing skills
- Good time management skills