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Call Center Team Leader

- Heliopolis, CairoPosted 2 months ago
131Applicants for1 open position
  • 14Viewed
  • 2In Consideration
  • 1Not Selected
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Job Details

Experience Needed:
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Job Description

  • Preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other management team members to support agents and maximize customer satisfaction.
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Review claims adjustments with dealers,
  • Recommendation's improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • Compare staff visits reports with original requisitions and information from invoices and invoices for returned goods.
  • Review contracting policy terms and required papers to determine whether it completed or not.

Job Requirements

  • Bachelor degree.
  • Strong Previous Contact Centre experience with a proven track record of success. 
  • Experience of supervising a team not less than 3 years in call centers. 
  • A good understanding of working with KPIs and conversion rates.
  • Experience with CRM or equivalent systems.
  • Good interpersonal skills; Good written and verbal communication is required together.

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