Customer support team leader

6 days ago

Giza, Giza, Egypt Tasahel - تساهيل Full time 15,000 - 60,000 per year

*Key Responsibilities:*

Supervise and support a team of call center agents handling inbound and outbound travel inquiries, reservations, and customer service.

Monitor performance metrics (KPIs), such as call handling time, customer satisfaction scores, and conversion rates.

Coach, mentor, and train new and existing agents to improve skills and product knowledge related to travel packages, destinations, and booking systems.

Handle escalated calls and resolve complex customer issues in a timely and professional manner.

Conduct regular team meetings and feedback sessions to ensure alignment on goals and quality standards.

Coordinate schedules, shifts, and leave requests to ensure adequate coverage during operational hours.

Collaborate with other departments, including Sales, Marketing, and Operations, to ensure a smooth customer journey.

Analyze call center data and prepare performance reports for senior management.

Implement improvements based on customer feedback and performance analysis.

*Qualifications:*

Proven experience as a Team Leader in a call center environment, preferably in the tourism or travel industry.

Excellent communication and interpersonal skills.

Strong leadership and motivational abilities.

Solid understanding of customer service principles and travel booking systems (e.g., Amadeus, Sabre, or similar).

Proficiency in CRM software and call center tools.

Ability to work under pressure and manage multiple priorities.

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