Call Center Team Leader
Aliaict -
Nasr City, Cairoposted 29 days ago134Applicants for1 open position
- 62Viewed
- 15In Consideration
- 22Not Selected
Job Details
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Job Description
- Lead and manage a team of technical support representatives (call center agents), including hiring, training, coaching, and performance management.
- Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
- Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
- Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
- Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
- Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
- Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
- Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
- Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
- Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
Job Requirements
- Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.
- Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
- Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.
- Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
- Strong customer service orientation with a dedication to delivering an outstanding support experience.
- Bachelor's degree in a relevant field, such as computer science or information technology.
- Proven experience in managing a technical support team (call center agents) or a similar role.
- Strong knowledge of technical support best practices and methodologies.
- Experience in using support management tools and systems.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and collaboratively in a team environment.
- Prepare accurate and timely reports
- Experience using remote support tools
- Experience in supporting software systems is preferrable
- Proven work experience as a Technical Support services.
- Excellent understanding of computer systems, mobile devices and other technology tools
- Excellent problem-solving and Communication skills
- Excellent knowledge in customer experience
- + 6 Years Of Experience
- Own Laptop
- Work From Home
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