Team Leader

20 hours ago

Cairo, Cairo, Egypt NEXperience Full time 2,500 - 5,000 per year

Company Description

NEXperience is a CX innovation company revolutionizing how global brands engage with their customers. By combining top-tier talent, advanced AI technology, and industry expertise, NEXperience offers efficient nearshore solutions in customer support, digital sales, and back-office operations. Trusted by fast-growing startups and top industry players, NEXperience delivers cost-effective and scalable services. Operating from Egypt, the company provides 24/7 support with a focus on flexibility, HIPAA and GDPR compliance, and world-class quality. Specialized in sectors like healthcare, education, e-commerce, and technology, NEXperience is committed to creating exceptional customer experiences.

Role Description

This is a full-time, on-site position based in Cairo, Egypt, for a Team Leader. The Team Leader will oversee the daily operations of a dynamic team, ensuring optimal performance by managing workflows, setting objectives, and delivering on service level agreements. Responsibilities include providing guidance to team members, resolving operational issues, analyzing performance metrics, and collaborating with other departments to meet business goals. The role also requires identifying areas for improvement and implementing initiatives for better efficiency and team development.

Qualifications

  • Leadership and Teamwork: Proven ability to manage teams effectively, set goals, and drive performance while fostering a collaborative working environment.
  • Communication: Strong verbal and written communication skills, along with the ability to provide constructive feedback and manage team meetings effectively.
  • Problem-solving: Capacity to analyze situations, develop strategies, and resolve operational challenges efficiently.
  • Customer Service: Knowledge of customer experience management, customer support processes, and service level agreement adherence.
  • Technical and Process Skills: Familiarity with business process outsourcing (BPO), performance monitoring tools, and relevant software systems.
  • Adaptability: Ability to thrive in fast-paced environments and adjust to changing priorities and needs.
  • Additional Qualifications: Previous experience in customer service, team management, or customer success roles is highly preferred. A bachelor's degree in Business Administration, Management, or a related field is advantageous.

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