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    Call Center Team Leader - Cairo, مصر - Mahgoub Group

    Mahgoub Group
    Mahgoub Group Cairo, مصر

    منذ أسبوع

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    وصف

    Job Description

    • Work closely with the team, motivating and coaching them
    • Hosting 1-2-1's and team meetings
    • Submit regular reports also seek new ideas and strategies to improve the performance.
    • Reporting to the Call Center Manager
    • Manage day-to-day line activities, priorities and make assessments within existing processes and procedures towards achieving SLAs
    • Ensure training and development plans are maintained for all team members
    • Use company methodology, team input and own initiative to ensure attendance and targets are achieved
    • Support the Call Center Manager to highlight operational risks and areas for improvement
    • Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
    • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
    • Monitor calls to ensure that procedures and quality standards are strictly adhered.
    • Schedule and organize shift patterns for other team members to ensure that customers are never left unattended.
    • Conduct NPS calls.

    Job Requirements

    • Team management experience
    • Coaching and communication skills
    • Minimum of 3 to 5 years' experience within a contact center environment as a Team Manager
    • Experience within customer services
    • Excellent leadership and communication skills
    • Strong coaching and people-development skills through call listening, quality feedback, etc.
    • Ability to deal with demanding customers and escalations
    • Energetic and motivating individual
    • Creative thinking
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