Call Center Team Lead

5 days ago

Cairo, Cairo, Egypt NEXperience Full time 15,000 - 30,000 per year

Company Description

NEXperience is a CX innovation company revolutionizing how global brands connect with their customers. Leveraging top-tier talent, advanced AI, and industry expertise, we deliver scalable solutions in customer support, digital sales, and back-office operations. Our services are tailored to diverse sectors such as healthcare, tech, education, and e-commerce, ensuring HIPAA and GDPR compliance. Trusted by startups and industry leaders, we offer cost-efficient, 24/7 nearshore operations from Egypt to support your growth. At NEXperience, we merge flexibility with world-class quality to create exceptional experiences.

Role Description

This is a full-time, on-site role for a Call Center Team Lead located in Cairo, Egypt. The Call Center Team Lead will oversee daily operations, ensuring efficient team performance and high-quality customer service. Responsibilities include monitoring team metrics, providing real-time feedback, coaching team members, and driving customer satisfaction. The role also involves resolving escalations, analyzing data to identify improvement opportunities, and ensuring compliance with company policies and standards.

Qualifications

  • Strong Interpersonal Skills and Communication abilities to collaborate effectively with team members and customers
  • Analytical Skills for data-driven decision-making and identifying areas for process optimization
  • Customer Service expertise with a focus on enhancing Customer Satisfaction
  • Prior experience in a leadership role within a call center or customer support environment
  • Proactive problem-solving abilities and excellent organizational skills
  • Proficiency in CRM tools and familiarity with performance management systems
  • Bachelor's degree in Business Administration, Communication, or a related field is preferred

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