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Cairo

    Contact Center Team Lead - Cairo, مصر - IGT Solutions egypt

    IGT Solutions egypt
    IGT Solutions egypt Cairo, مصر

    منذ 14 ساعة

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    وصف
    • Lead and motivate a team of contact center agents, ensuring performance targets and service level agreements are consistently met or exceeded.
    • Monitor and manage team KPIs, including call handling times, first call resolution, customer satisfaction scores, and other relevant metrics.
    • Conduct regular team meetings to communicate updates, share performance feedback, and provide coaching and training as needed.
    • Act as a point of escalation for complex customer inquiries or issues, demonstrating effective problem-solving skills and ensuring resolutions are achieved in a timely manner.
    • Collaborate with other departments within the company to streamline processes and improve overall customer experience.
    • Assist in the recruitment, onboarding, and training of new team members.
    • Foster a positive and inclusive team culture, encouraging continuous learning and development.

    Qualifications:

    • Proven experience in a leadership or supervisory role within a high-volume contact center environment, preferably in the airline industry.
    • Strong understanding of airline operations, policies, and procedures.
    • Excellent communication and interpersonal skills.
    • Ability to work flexible hours in a 24-hour operation, including evenings, weekends, and holidays.
    • Proficiency in customer relationship management (CRM) software and contact center technology.
    • Demonstrated problem-solving and decision-making abilities.
    • Ability to remain calm and composed in high-pressure situations.
    • GDS skilled
    • Airline Campaigns
    • Travel Industry
    • Geographical knowledge of travel sites and Airport sites
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