Call Center Team Leader

2 weeks ago

Cairo, Cairo, Egypt Future Group Full time
Key Responsibilities:
  • Oversee daily operations within the contact center, ensuring adherence to policies and quality standards.
  • Lead, inspire, and develop a team of agents to deliver exceptional customer service in Spanish.
  • Analyze performance metrics to identify areas for improvement and implement proactive solutions.
  • Manage customer queries and complaints, ensuring swift and satisfactory resolutions.
  • Coordinate with other teams to streamline processes and enhance overall service delivery.
  • Drive initiatives aimed at improving team morale and increasing job satisfaction among members.
  • Stay updated on industry practices and customer service technologies.
  • Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.
Job Requirements:
  • Bachelor's degree in Business Administration, Communication, or a relevant field.
  • Proven experience of 3+ years as a Team Leader in a Contact Center environment.
  • Fluent or near-native proficiency in Spanish with excellent communication skills.
  • Strong leadership and team management skills, with the ability to motivate and support team members.
  • Proficient in using CRM software and contact center technologies.
  • Demonstrated ability to handle multiple tasks, prioritize, and meet deadlines.
  • Exceptional problem-solving and decision-making skills.
  • Experience in the Translation & Localization industry is a plus.
Job Conditions:
  • Full-Time Position
  • Position located in Maadi

Work Conditions:

  • Working Hours: US shift.
  • Working model: On-site
  • Working Days: 5 days (2 days off)
  • Reporting To: Service Delivery Assistant Manager. (SDAM)

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