Call Center Team leader
Maadi, Cairo
Call Center Team leader
Maadi, CairoPosted 29 days ago202Applicants for2 open positions
- 85Viewed
- 14In Consideration
- 0Not Selected
Job Details
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Job Description
1- Daily Team Performance Monitoring
- Live monitoring of calls.
- Ensuring that employees are meeting KPIs (such as: average call time, response rate, service quality).
2- Performance Analysis and Reporting
- Extracting daily/weekly performance reports.
- Analyzing call rates, peak times, and missed calls.
3- Team Training and Development
- Organizing training sessions and continuous guidance.
- Transferring feedback from the quality department to the team to improve performance.
4- Schedule and Shift Management
- Distributing shifts based on expected call volume.
- Ensuring balance and fairness among team members.
Team Motivation and Positive Spirit Building
- Encouraging light competitions (e.g., Top Performer of the Week).
- Maintaining a positive atmosphere under pressure.
5- Compliance with Policies and Procedures
- Ensuring everyone is working according to company rules.
- Updating information regularly in case of changes in services or offers.
Time Management and Organization
- Good knowledge of tools (CRM, dialer, Excel).
Job Requirements
Experience
- 3-5 years of experience in the call center field.
- Previous experience in a supervisory or leadership role (Team Leader or Supervisor).
Technical Skills
- Proficiency in using CRM systems and Dialer Systems.
Excellent skills in Microsoft Office, especially Excel.
- Ability to extract and analyze reports.
Leadership Skills
- Ability to lead a team and motivate individuals.
- Problem-solving skills and the ability to make quick decisions.
- Commitment to achieving goals and ensuring service quality.
Communication Skills
- Tactful in dealing with the team and customers.
- Ability to provide effective feedback in a constructive manner.
Time Management Skills
- Efficient in organizing shifts and scheduling tasks.
- Able to work under pressure and flexible with working hours (may include night shifts or holidays).
Language
- Fluency in Arabic.
- Very good to excellent level in English (especially in international work environments).
Preferred Also
- Experience in an international or multinational call center environment.
- Background in training teams or conducting performance evaluations.
- Knowledge of key performance indicators (KPIs).
