• Provide Direct Customer Support through various channels.
• Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Managing a team of 30+ interpreters.
• Investigate and resolve customer complaints and queries particularly the escalated ones.
• Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA.
• Continuously monitor the performance of the team, and craft tailored development plans for each member.
• Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
• Create a healthy and comfort work environment.
• Conduct coaching sessions and 1:1s in an organized manner.
• Monitor calls/QA tickets and provide feedback.
• Support Process Improvement and contribute to process optimization.
• Support team members by answering questions and providing knowledge or solutions.

• Monitor adherence and conformance to shifts and schedules. 

Requirements: 

• Minimum 5 years experience in a call center environment.
• Must have a minimum of 3 years of experience as a team leader (Managing voice)  (USA/UK).
• Preferred to have Interpretation Management Experience.
• Knowledge of issues and terminology of interpreter profession.
• Ability in coordinating and prioritizing the work activities of self and others.
• Knowledge of supervisory practices and principles.
• High proficiency in English language, vocabulary, and written and verbal communication.
• Establishing and maintaining effective working relationships.
• Working Hours: US shift between 2:00-11:00 PM CLT.
• Working Days: Monday to Friday
• Gender: Any
• Work location: Maadi