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    Customer Service Team Leader - Cairo, مصر - Xceed

    Xceed
    Xceed Cairo, مصر

    منذ يومين

    Default job background
    وصف

    Job Description

    Your Role Will Be:

    • Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines
    • Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
    • Ensure agents adhere to schedules and minimize absenteeism of agents
    • Explains and communicate KPIs / performance measuring parameters for team members
    • Identify performance gaps for specific individuals and create action plans to improve performance.
    • Provide opportunity to Reward and Recognize High Performance.
    • Positively act as the company advocate when required, explaining to agent's company goals, objectives and actions taken
    • Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
    • Give technical assistance to agents from his/her team and from other teams if required.
    • Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
    • Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
    • Respond effectively to escalate transactions, customer complaints and report escalations.
    • Support the queue if necessary
    • Prepare and submits internal reports
    • Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
    • Continuously monitor, analyze agent related metrics and provide actions for improvements.
    • Enhance self-process knowledge of handling transactions (calls / emails/cases)
    • Keep self-updated on organizational products, offers and processes
    • Introduce or suggest process improvements by using knowledge and experience
    • Manage the Call Center Staff

    Job Requirements

    • A Bachelor's degree is a must.
    • Fluent English Level is a Must (oral and written).
    • 1+ years of experience as a Team Leader.
    • Experience in call center is preferred.
    • Leadership ;t=cpj&a=Xceed&o=2
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