Contact Center Team Lead

3 weeks ago


Cairo, Egypt IGT Solutions egypt Full time
  • Lead and motivate a team of contact center agents, ensuring performance targets and service level agreements are consistently met or exceeded.
  • Monitor and manage team KPIs, including call handling times, first call resolution, customer satisfaction scores, and other relevant metrics.
  • Conduct regular team meetings to communicate updates, share performance feedback, and provide coaching and training as needed.
  • Act as a point of escalation for complex customer inquiries or issues, demonstrating effective problem-solving skills and ensuring resolutions are achieved in a timely manner.
  • Collaborate with other departments within the company to streamline processes and improve overall customer experience.
  • Assist in the recruitment, onboarding, and training of new team members.
  • Foster a positive and inclusive team culture, encouraging continuous learning and development.

Qualifications:

  • Proven experience in a leadership or supervisory role within a high-volume contact center environment, preferably in the airline industry.
  • Strong understanding of airline operations, policies, and procedures.
  • Excellent communication and interpersonal skills.
  • Ability to work flexible hours in a 24-hour operation, including evenings, weekends, and holidays.
  • Proficiency in customer relationship management (CRM) software and contact center technology.
  • Demonstrated problem-solving and decision-making abilities.
  • Ability to remain calm and composed in high-pressure situations.
  • GDS skilled
  • Airline Campaigns
  • Travel Industry
  • Geographical knowledge of travel sites and Airport sites


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