Customer Service Team Leader-CRM

5 days ago

Giza, Giza, Egypt Premium Card Full time

Role Description

  • CRM Operations Supervision:

  • Oversee all daily CRM section duties, ensuring requests and tasks are processed accurately and on time.

  • Review, confirm, and authorize CRM requests in line with company policies and procedures.

  • Monitor and maintain the integrity of customer information and case records in the CRM system.

  • Quality Assurance & Call Review:

  • Review and upload recorded customer calls related to critical actions or high-impact cases.

  • Ensure communication quality, professionalism, and compliance with company standards.

  • Escalation Handling:

  • Act as the main point of contact for customer escalations, ensuring prompt and effective resolution.

  • Analyze escalation trends and provide recommendations to prevent recurrence.

  • Coordinate with relevant departments (Operations, Compliance, Risk, etc.) to resolve complex issues.

  • Staff Management & Development:

  • Support, supervise, and evaluate CRM staff to ensure consistent service quality and productivity.

  • Conduct regular coaching, performance appraisals, and feedback sessions for team members.
  • Prepare and manage staff schedules to ensure optimal coverage and workflow efficiency.
  • Train and onboard new CRM employees on systems, policies, and service standards.

  • Motivate the team to meet key performance indicators (KPIs) and maintain high morale.

  • Reporting & Analytics:

  • Prepare and provide accurate daily, weekly, and monthly CRM reports (e.g., productivity, service levels, escalations, quality audits).

  • Analyze CRM data to identify service trends, improvement areas, and staff performance patterns

Qualifications

  • Education: Bachelor's degree in Business Administration, Finance, Information Systems, or related field.
  • Experience: 4-6 years of customer service experience, with 1–2 years in a supervisory or team leader role, preferably in CRM or customer experience.
  • Strong working knowledge of CRM software and data management best practices (Salesforce, Dynamics, or equivalent).
  • Excellent leadership, communication, and analytical skills.
  • Languages: good in English.

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