Call Center Lead
Allianz -
Downtown, Cairo
Job Details
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Job Description
- Supervise the daily operations of the assigned team, ensuring agents adhere to scripts, schedules, and service protocols.
- Evaluate team performance by monitoring KPIs such as AHT, customer satisfaction, and service quality, and take corrective actions when necessary.
- Coach and develop team members by conducting regular feedback sessions, providing skill-building opportunities, and addressing performance gaps.
- Resolve escalated customer issues efficiently and escalate unresolved cases to the Call Center Manager when needed.
- Implement process improvements by identifying inefficiencies, recommending solutions, and ensuring compliance with company policies and quality standards.
Job Requirements
- Bachelor’s degree.
- 3-5 years of experience in a call center environment.
- Product-related Skills.
- Planning and Reporting Skills.
- Basic Audit Knowledge.
- Data Management.
- Trust.
