Call Center Team Leader

6 days ago


Giza, Giza, Egypt Raya CX Full time 60,000 - 120,000 per year

Company Description

RAYA Customer Experience (RAYA CX) provides next-generation business process outsourcing and customer experience management services for clients across various industries. Since 2001, RAYA CX has been a trusted partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. RAYA CX delivers integrated solutions from competitive labor markets, supported by advanced technology, robust strategies, continuous improvement, and innovation.

Role Description

This is a full-time on-site role for a Call Center Team Leader located in Giza. The Call Center Team Leader will be responsible for overseeing daily call center operations, managing a team of call center agents, ensuring customer satisfaction, and achieving performance targets. Duties include monitoring call metrics, providing coaching and support to team members, handling escalated customer issues, and implementing process improvements to enhance service quality.

Qualifications

  • Strong Interpersonal and Communication skills
  • Analytical skills to monitor and improve call center performance metrics
  • Customer Service and Customer Satisfaction focus
  • Ability to lead, coach, and motivate a team
  • Experience in a call center environment is a plus
  • Proficiency in using call center software and tools
  • Bachelor's degree in Business Administration, Management, or related field


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