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    CS Team Lead - Cairo, مصر - Nok Human Capital

    Nok Human Capital
    Nok Human Capital Cairo, مصر

    منذ 5 أيام

    Default job background
    وصف

    NOK Human Capital is hiring " Call Center Team Lead (English Speaker) " for IntouchCX, a global BPO leader in customer support industry.

    About The Job

    Were looking for a Call Center Team Lead (English Speaker) to provide front-line direction to our Customer Service

    Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

    As Call Center Team Lead, You Will

    Manage and supervise CSRs

    Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees

    Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

    Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

    Use critical thinking to develop solutions to improve business performance and partner success

    Motivate teams through relationship building and real-time coaching

    Develop incentive programs to motivate CSRs to achieve desired outcomes

    Coordinate changes in staffing schedules by collaborating with the Operations Support

    Team/and or Workforce Management Team

    Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues

    Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

    Gain expert level knowledge on all partner products and promotions

    Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

    Act as a role model and exemplify our 10 Things (cultural values)

    As Call Center Team Lead, You Have

    High school diploma or equivalent (required)

    Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)

    1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

    Experience dealing with escalated issues in a contact center capacity

    The ability to type 30 WPM with accuracy

    Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset

    The ability to use spreadsheet applications to maintain and develop operational reporting

    Exceptional time management, organizational and prioritization skills to complete work in a timely manner

    Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

    The ability to work a variety of shifts, including days, evenings and holidays

    If you match the above criteria, send your CV to mentioning " Call Center Team Lead " in the subject line

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