وظائف كول سنتر بشركة Future Group

Call Center Jobs Cairo, Egypt Full Time

Job Description

Call Center Team Leader - Future Group

About the job Call Center Team Leader

  • 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 

you can apply through this link :

Apply Link

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Job Summary

  • Date Posted : 1 month ago
  • Job Type : Full Time
  • Experiance : 3 year(s)
  • Location : Cairo, Egypt
  • Gender : Any

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