Customer Service Team Leader
Centro -
Maadi, CairoPosted 4 years ago190Applicants for1 open position
- 65Viewed
- 9In Consideration
- 53Not Selected
Job Details
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Job Description
Job Purpose:
Lead the team to achieve the set objectives through coaching, motivation, development and performance improvement to provide an efficient service to a specific account
Responsibilities:
- 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 calls that ensures high quality performance
- Coach, develop, motivate, monitor and follow up on team members’ performance and quality for improving productivity and skills to ensure people development and high performance
- Manage team performance and quality through assigning objectives per agent to ensure achieving team target
- Monitor agent and team performance and quality, take appropriate actions to improve team performance
- Supervise work force management on the team level, problem resolution and recommending corrective actions that complies with COPC standard to ensure optimum performance and quality
- 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 work flow and customer satisfaction
- Manage employees HR related inquiries and actions through HR management system to ensure accurate employees records
- Create departmental related reports on Periodical basis through tracking, measuring, and monitoring department performance to make decision on improvement opportunities
Job Requirements
- Fluent in written and spoken English
- Excellent communication skills including business writing skills
- Good working knowledge of MS office
- Willing to work overnight and during weekends if needed
Core Competencies:
- Development & Continual Learning
- Professional Behavior & Attitude
- Business Sense
- Performance Coaching
- Leading & Managing Change
- Leading & Managing People
- Communication & Listening
- Planning & Organizing
- Customer Orientation
- Interpersonal Skills & Teamwork
- Result Oriented
- Professional & Technical Knowledge
- Quality Focus
Assessment Process:
- Personality test
- Excel test
- Business case and Presentation
- Team Meeting and Coaching simulations