Call Center Team Leader

Bevatel -
Dokki, GizaPosted 3 years ago

204Applicants for1 open position

Job Details

Experience Needed:

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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.

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