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Call Center Team Leader

1 month ago

Cairo, Egypt Mahgoub Group Full time
Job Description
  • Work closely with the team, motivating and coaching them
  • Hosting 1-2-1’s and team meetings
  • Submit regular reports also seek new ideas and strategies to improve the performance.
  • Reporting to the Call Center Manager
  • Manage day-to-day line activities, priorities and make assessments within existing processes and procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members
  • Use company methodology, team input and own initiative to ensure attendance and targets are achieved
  • Support the Call Center Manager to highlight operational risks and areas for improvement
  • Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
  • Monitor calls to ensure that procedures and quality standards are strictly adhered.
  • Schedule and organize shift patterns for other team members to ensure that customers are never left unattended.
  • Conduct NPS calls.
Job Requirements
  • Team management experience
  • Coaching and communication skills
  • Minimum of 3 to 5 years’ experience within a contact center environment as a Team Manager
  • Experience within customer services
  • Excellent leadership and communication skills
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations
  • Energetic and motivating individual
  • Creative thinking

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