Team Leader

2 weeks ago


مصر, Egypt Transcom WorldWide Full time

**Location**:Egypt, Cairo **Job category**:Operations **Language**:French Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc. **Join our Transcom Family as a Team Leader.** - Promote open communication, cooperation/teamwork. - Create a friendly work environment and promote the initiative with open atmosphere. - Be aware of calls that exceed the "long call" threshold and take action to resolve those calls. - Monitor CMS real-time data to ensure agents are adhering to their schedule, minimizing ACW, etc. - Monitor staffing levels. Each day, review open cases and news in Transcom and or Clients system for each agent\team assigned to you and ensure agents resolve any open cases appropriately. - Assist BM/TL SR with the maintenance of performance records. documentation corresponding to his/her area of responsibility. - Motivate, coach and develop CSRs on an individual basis. - Set a performance target for each CSR and perform regular quality monitoring reviews with them. - Determine individual tasks for CSR and "skill levels". - Monitor the performance of tasks and operational objectives established for CSRs and the entire team. **What we are looking for**: **Professional qualifications/Specific knowledge**: - Minimum studies: University diploma or Bachelor Degree. - Minimum 1 year work experience in the same role. - Minimum 2 years in BPO. - French: B2/C1 - English : B2/C1


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