Team Lead - Call Center (Online ...
Mohandessin, Giza
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Job Description
- Provides regular supervision and mentorship over subordinate staff ( 10 – 15 agents ).
- Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
- Facilitates daily agent coaching and development sessions in both written and verbal format.
- Participates in operational related activities to include calibration sessions and project planning.
- Identify and address agent training needs.
- Manage program specific performance standards (i.e., AHT, Quality Scores, CSAT, VSF, etc.).
- Manage staffing in accordance with program specific workflow (i.e., down-staffing, up-staffing).
- Completion of weekly Team Manager Scorecard for review with Operations Manager.
Job Requirements
- 2 years of experience as a Team Lead.
- Aviation Background with GDS knowledge either Amadeus – Sabre – Galileo.
- Considerable experience managing 10-15 employees in a supervisory role.
- Excellent oral and written communication skills.
- Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
- Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.
- Time management skills and computer proficiency (Microsoft office; excel, Ppt, etc.).
- Objectivity, professionalism, and maturity.
- Flexibility and demonstrated ability to adapt well in a changing environment.
