CS Team Lead

2 months ago

Cairo, Egypt Nok Human Capital Full time

NOK Human Capital is hiring Call Center Team Lead (English Speaker) for IntouchCX a global BPO leader in customer support industry.

About The Job

Were looking for a Call Center Team Lead (English Speaker) to provide frontline direction to our Customer Service

Representatives (CSRs) ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners brand philosophy products promotions and processes. This position will also promote professional and personal development through performance evaluations training and career pathing plans.

As Call Center Team Lead You Will

Manage and supervise CSRs

Ensure proficient training professional development and employee engagement is sustained in order to prepare grow and retain employees

Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

Use critical thinking to develop solutions to improve business performance and partner success

Motivate teams through relationship building and realtime coaching

Develop incentive programs to motivate CSRs to achieve desired outcomes

Coordinate changes in staffing schedules by collaborating with the Operations Support

Team/and or Workforce Management Team

Collaborate with other departments within the organization (HR IT etc) to properly resolve issues

Bring indepth operational knowledge and a thoughtful point of view when participating in partner meetings

Gain expert level knowledge on all partner products and promotions

Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

Act as a role model and exemplify our 10 Things (cultural values)

As Call Center Team Lead You Have

High school diploma or equivalent (required)

Some postsecondary education or completion of a postsecondary degree with a major in Business (combination of education and work experience will also be considered)

12 years of experience in the contact center and/or customer service industry with at least 1 year in a Team Lead/Supervisory role

Experience dealing with escalated issues in a contact center capacity

The ability to type 30 WPM with accuracy

Basic knowledge of Google Suite (Sheets Slides Docs Drive) is an asset

The ability to use spreadsheet applications to maintain and develop operational reporting

Exceptional time management organizational and prioritization skills to complete work in a timely manner

Ability to work both independently and in a team setting within a fastpaced entrepreneurial environment

The ability to work a variety of shifts including days evenings and holidays

If you match the above criteria send your CV to mentioning Call Center Team Lead in the subject line

Remote Work :

No

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