Team Lead

10 hours ago

El Sheikh Zaid Al Jizah, Egypt INTELCIA Full time $55,000 - $120,000 per year

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

A Team Leader will be responsible for Leading a team of customer service representatives Driving their performance, coaching them and encourage their skills development.

Responsibilities:

  • Facilitate & assist the team through individual coaching sessions and team meetings.
  • Ensure daily monitoring of individual and team performance indicators, to identify areas for improvement and implement the necessary action plans.
  • Ensuring compliance with the company's internal rules and regulations.
  • Ensure administrative supervision of the team (days off, lateness, absence).
  • Improve customer experience and ensuring customer satisfaction.
  • Organize and plan the Team's tasks.
  • Deal with conflicting calls.
  • Editing a reporting of the production of his team if necessary.
  • Proactively alert on possible problems that may affect production.
  • Perform a minimum of 2 hours of call processing per month to maintain business expertise.
  • Implement priority support plans for low performers.

Qualifications:

  • Minimum of 1 year experience as a Team Leader
  • Proficiency in using MS Office tools.
  • Excellent command of the English language, with excellent verbal and written skills.
  • Excellent Communication & negotiation skills.
  • Customer oriented mindset.
  • Ability to manage stress and conflicts.
  • Analytical and synthetical mind.

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