Call Center Team Leader

2 weeks ago

Cairo, Cairo, Egypt Athear Full time

Job Description

We are seeking a motivated and dynamic Team Leader to join our call center operations team. The successful candidate will be responsible for leading, motivating, and developing a team of agents to achieve performance targets while ensuring excellent customer service standards.

Key Responsibilities

  • Supervise, guide, and support a team of call center agents to meet daily, weekly, and monthly KPIs.
  • Monitor team performance through quality assessments, call reviews, and reports to identify strengths and areas for improvement.
  • Conduct regular coaching and feedback sessions to enhance agent performance and customer service delivery.
  • Handle escalated customer interactions to ensure timely and effective resolution.
  • Prepare and deliver performance reports to management with insights and recommendations for improvements.
  • Collaborate with training and quality teams to ensure agents are updated on processes, policies, and system knowledge.
  • Foster a positive and engaging work environment that encourages teamwork, motivation, and accountability.
  • Assist in workforce planning, scheduling, and workload distribution to ensure smooth operations.
  • Support management in implementing new processes, technologies, and customer service strategies.

Qualifications & Requirements

  • Proven 2+ years of hands-on experience in a call center team leader, supervisor, or similar leadership role.
  • Strong English proficiency (B2+ level) – both verbal and written.
  • Excellent leadership, coaching, and people management skills.
  • Ability to analyze performance data and make data-driven decisions.
  • Strong problem-solving and conflict resolution abilities.
  • Good organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Proficiency in MS Office (Excel, Word, PowerPoint) and call center systems (CRM, ticketing tools, dialers, etc.).

What We Offer

  • Competitive salary and benefits package.
  • Opportunity to work in a supportive, growth-oriented environment.
  • Career advancement opportunities within the organization.
  • Exposure to a multinational work culture with continuous learning and development programs.

Apply Now

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