Call Center Team Leader

3 days ago

Cairo, Cairo, Egypt Raya CX Full time

Company Description

RAYA Customer Experience (RAYA CX) is a premier provider of next-generation Business Process Outsourcing (BPO) and customer experience management. Since 2001, RAYA CX has partnered with Fortune 1000 companies across North America, Europe, the Middle East, and Africa to deliver exceptional customer service and technical support. Leveraging advanced technology and innovative strategies, the company offers integrated outsourcing solutions from some of the world's most competitive and highly skilled labor markets. RAYA CX is committed to continuous improvement and delivering top-tier services to clients in diverse industries.

Role Description

This is a full-time, on-site role for a Call Center Team Leader based in Cairo. The Team Leader will manage a team of customer service representatives to achieve performance targets, ensure customer satisfaction, and maintain high-quality service. Responsibilities include supervising daily operations, analyzing team performance, coaching team members, handling escalated customer concerns, and maintaining an organized and efficient workflow to meet client requirements.

Qualifications

  • Strong Interpersonal Skills and Communication abilities to effectively interact with team members and customers.
  • Excellent Customer Service and Customer Satisfaction expertise to foster positive customer experiences and manage relationships.
  • Solid Analytical Skills for evaluating team performance, detecting trends, and implementing improvements.
  • Proven leadership capabilities, problem-solving skills, and the ability to inspire and motivate a team.
  • Proficiency in English at a B2 level or higher, both written and spoken.
  • Experience in a similar leadership role within customer service or call center operations is advantageous.

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