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Call Center Team Leader/ Delegat...

SYE English Community
Dokki, Giza

Call Center Team Leader/ Delegate TL

Dokki, GizaPosted 2 months ago
56Applicants for1 open position
  • 34Viewed
  • 2In Consideration
  • 30Not Selected

Job Details

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Job Description

  • Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the SYE approach
  • Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels.
  • Supports, motivates, evaluates, develops, and coaches the call center agents to meet and exceed individual/team targets.
  • Perform mystery calls, emails, and chats to ensure accurate and consistent information delivery to the customers.
  • Handle all escalations cases on systems and provide solutions.
  • Maintain monthly operation reports reflecting all indication figures across all sections and presents them to management.
  • Responsible for the team's professional development and ensuring it is aligned with the organizational career progression and succession plans.
  •  Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives

Job Requirements

  • 4+ years of related working experience and +2 years in a similar role in a leadership position in any service industry, preferably in the same industry; experience with low-cost products is a plus.
  • Proven record in achieving sales and meeting targets.
  • Effective persuasive, negotiation, and problem-solving skills.
  • Capable of identifying problems and immediately reacting to situations of different natures such as angry customers, complaints, and special requests.
  • Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Strong communication skills, both written and verbal (English B2)
  • Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach, and provide direction to a team of employees
  • Willingness to work a flexible schedule

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