Contact Center Team Lead

4 days ago

Cairo, Cairo, Egypt Atheel CX Full time 50,000 - 120,000 per year

Company: Atheel CX

Role Overview:

The Call Center Team Leader – High Value Account will be responsible for leading a team of customer service agents to ensure exceptional service delivery to high-value customers. The role includes monitoring performance, analyzing KPIs, providing coaching and support, handling escalations, and ensuring that the team meets quality and productivity targets. The ideal candidate must be capable of motivating the team, improving operational efficiency, and maintaining a high standard of customer satisfaction.


Key Responsibilities:


• Lead, motivate, and support a team of customer service agents to achieve performance targets.


• Monitor daily team performance and ensure adherence to KPIs, SLAs, and quality standards.


• Conduct regular coaching, mentoring, and one-to-one sessions to improve agent performance.


• Handle customer escalations professionally and ensure timely resolution.


• Analyze team reports and performance insights to identify gaps and improvement areas.


• Coordinate with workforce, QA, and management teams to optimize operations.


• Ensure team compliance with company policies, procedures, and customer service guidelines.


• Participate in training sessions and assist in onboarding new team members.


• Maintain a positive team environment and support continuous improvement initiatives.

Requirements:


• Minimum 1+ year experience as a Team Leader (preferably in telecom).


• Strong leadership, coaching, and people management skills.


• Excellent communication and problem-solving abilities.


• Ability to analyze KPIs, monitor performance, and handle escalations.


• Ability to work on rotational shifts.


• Excellent English level.

Apply via WhatsApp: mentioning "Team Leader"

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