French Team Lead - BPO
Maadi, Cairoposted 30 days ago5Applicants for3 open positions
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- 0In Consideration
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Job Details
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Job Description
- Lead, mentor, and motivate a team of French-speaking customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Monitor daily operations and ensure adherence to company policies, procedures, and quality standards within the BPO environment.
- Conduct regular team meetings, coaching sessions, and performance reviews to support employee development and address any performance gaps.
- Act as the primary point of escalation for complex customer issues, providing guidance and resolution in a timely manner.
- Analyze team performance metrics and generate reports to identify trends, areas for improvement, and actionable insights.
- Collaborate with cross-functional departments to implement process improvements and optimize workflow efficiency.
- Ensure compliance with client requirements, service level agreements (SLAs), and regulatory standards.
- Facilitate onboarding and training for new team members, ensuring they are equipped with the necessary skills and knowledge.
- Foster a positive and inclusive team culture that aligns with IntouchCX’s values and promotes employee engagement.
- Support workforce planning, including scheduling, attendance management, and resource allocation to meet business needs.
Job Requirements
- 1-5 years of experience in a BPO, contact center, or customer service environment, with at least some experience in a supervisory or team lead role.
- Fluency in French and English, both written and spoken, with the ability to communicate effectively with team members and customers.
- Demonstrated leadership skills with the ability to motivate, coach, and develop a diverse team.
- Strong problem-solving abilities and a proactive approach to resolving operational challenges.
- Excellent organizational and time management skills, with the ability to prioritize tasks in a fast-paced setting.
- Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Exceptional interpersonal and communication skills, both verbal and written.
- Ability to work on-site (in-office) as required by the workplace arrangement.
- Flexibility to work various shifts, including evenings, weekends, or holidays, as needed.
