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Cairo

    Team Leader - Cairo, مصر - IGT Solutions egypt

    IGT Solutions egypt
    IGT Solutions egypt Cairo, مصر

    منذ أسبوع

    Default job background
    وصف
    • Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players
    • Lead team(s) of up to 25 Contact Center representatives including Supervisors
    • Ensuring that the project assigned to you is functioning as per client expectations, meeting SLAs
    • Coaching a group of agents and their Supervisors, leading by example, helping them to perform as a team
    • Manage effectively by operational KPIs whilst playing as a leader focused also on your team human potential and needs
    • Interact with the client and management team, share performance improvement/process priorities proposals
    • Escalate superior process or client related needs to superior level together with suggested ways forward

    How can you make an impact:

    • Fluent in German (min. C1 level speaking and writing) and solid English knowledge are a must
    • Strong people and team management skills proven in similar roles or environments
    • Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage
    • Knowledge of booking software such as Galileo, Amadeus is a valuable advantage
    • Able to work in changing environments, where flexibility and quick adaptation are key for success
    • Good performance indicators and reports management abilities
    • Independent, problem solver and customer focused
    • Min. 2 years of experience as a Supervisor or Team Leader across min. two processes
    • Availability to work in rotational shifts (including night shifts)
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