English Team Lead- Customer serv...
Sheikh Zayed, Giza
English Team Lead- Customer service
Sheikh Zayed, GizaPosted 1 hour agoJob Details
Skills And Tools:
Job Description
Key Responsibilities:
Supervise a team of technical support representatives, ensuring timely and effective resolution of customer issues.
Act as the first point of escalation for complex technical support cases.
Monitor team performance through KPIs, ticket response times, and customer satisfaction scores.
Conduct regular 1-on-1s, coaching sessions, and performance evaluations.
Collaborate with cross-functional teams to resolve persistent technical issues and relay customer feedback.
Ensure proper documentation of troubleshooting steps, resolutions, and product knowledge in the support knowledge base.
Assist in workforce scheduling, ticket assignment, and workload balancing.
Train new team members and help develop support resources and documentation.
Identify opportunities for process improvement and implement best practices in support workflows.
Participate in hiring decisions, team meetings, and strategic planning for the support organization.
Job Requirements
Job Requirements
- Must be fluent in English with C1 Level
- Proven work experience as a team leader or supervisor for 6 months - 1year
- In-depth knowledge of performance metrics, KPI, Coaching, Attrition
- Good PC skills, especially MS Excel
- Excellent communication and leadership skills
- Organizational and time-management skills
- Decision-making skills
- Degree in Management or training in team leading is a plus
Fluent in English is a MUST
Able to adapt to 24/7 shifts and 100% work from Site.
IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability. IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us. By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship. All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.
