| Employer | Xceed Contact Center |
| Job Title | Contact Center Team Leader |
| Languages | Good command of English Language |
| Country | Egypt |
| Job Category | Call Center, Customer Service, Telecommunications |
| Job Type | Full Time |
| Description | 1. Ensure quality of service to the highest standards to ensure Xceed clients satisfaction. 2. Act as a self-starter and an action taker to achieve preset goals. 3. Utilize tools, resources, and information to help CSR Team to perform effectively. 4. Improve and enhance communication channels within the team to ensure adequate update of information and data. 5. Assure customer satisfaction and deliver required information and escalations to higher management level. 6. Monitor achievement of KPIs of his/her team and escalate when necessary. 7. Coach and provide relevant feedback on team performance progress and ensure team satisfaction and development. 8. Provide feedback on CSR renewals to Supervisors. 9. Monitor calls volume and take appropriate actions to enhance service level. 10. Perform floor, assist, briefing, shift handover and other duties assigned by the Contact Center management. 11. Login to queue, when necessary, to save service level, when spikes. 12. Review monthly team performance for enhancement when necessary. 13. Respond to customer questions, complaints, and suggestions when escalation is required. 14. Conduct team meetings and one on one sessions on a regular basis. 15. Generate, escalate any reports to the client (when necessary). 16. Manage the real time performance. |
| Qualifications | • ISP experience is a must • The minimum of one years experience in the Call Centers industry. • IT Skills: Good knowledge of Windows operating environment, Word, Excel & PowerPoint is a must • Languages: Very Good command of Arabic and English (oral/written), second language is a must in international accounts. • Ability to work a full-time shifts schedule including nights, weekends, and holidays • University degree • The minimum of one years experience in the Call Centers industry. • IT Skills: Good knowledge of Windows operating environment, Word, Excel & PowerPoint is a must • Languages: Very Good command of Arabic and English (oral/written), second language is a must in international accounts. • Ability to work a full-time shifts schedule including nights, weekends, and holidays • At least 1 year experience as a TL. |
| Gender | Male |
| Experience | 3 - 5 Years. |
| Other Skills | • IT Skills and New Media • CC IT Systems (ACD, CRM …etc.) • CC Know How • Call Processing • Campaign Management • Product Knowledge • Work Force management |
| Salary (L.E.) | Negotiable |
| Comments | Kindly 1put 1the 1job 1title 1in 1the 1subject 1line 1and 1attach 1the 1CV 1. 1 |
| Job Contact Info. | yomna.farahat@xceedcc.com |
