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Contact Center Team Leader

TEMPO - New Cairo, CairoPosted 30 days ago
170Applicants for1 open position
  • 151Viewed
  • 13In Consideration
  • 123Not Selected
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Job Details

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Job Description

  • Oversee all aspects of team member training and development related to programs and business needs
  • Available according to US-based work hours
  • Ensure all company policies and procedures are adhered to at the centers. This includes promoting a healthy work environment with respect for all employees
  • Oversee performance and quality standard reviews to ensure outcomes meet business expectations
  • Provide daily, weekly, and monthly Operations reports on the state of the business performance
  • Troubleshoots and creates action plans to quickly and effectively address problems.
  • Identifies process improvement opportunities to drive operational efficiencies.
  • Monitors all key metrics in support of meeting/exceeding initiative objectives
  • Participates in and monitors selection process for SME’s and TL’s
  • Supervise subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring

Job Requirements

  • Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
  • Extensive experience in management and operations management in a customer service or call center environment
  • Passionate about technology and fitness
  • Experience supervising a team to meet or exceed service level agreements.
  • Excellent written and verbal English communication skills with the ability to comfortably interact with cross functional teams
  • Advanced experience working with Kustomer (or similar helpdesk software), UJET, Slack, G Suite, Excel preferred
  • Ability to analyze and interpret qualitative and quantitative data
  • Flexibility and versatility in problem analysis and resolution requiring attention to detail
  • Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
  • Excellent leadership, people management, communication and influencing skills at a senior level

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