Call Center Team Lead

Key Responsibilities:

• Oversee daily operations within the contact center, ensuring adherence to policies and quality standards.

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  Lead, inspire, and develop a team of agents to deliver exceptional customer service.

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  Analyze performance metrics to identify areas for improvement and implement proactive solutions.

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  Manage customer queries and complaints, ensuring swift and satisfactory resolutions.

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  Coordinate with other teams to streamline processes and enhance overall service delivery.

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  Drive initiatives aimed at improving team morale and increasing job satisfaction among members.

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  Stay updated on industry practices and customer service technologies.

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  Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.

Job Requirements:

• Bachelor's degree in Business Administration, Communication, or a relevant field.

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  Proven experience of 1+ years as a Team Leader in a Contact Center environment.

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  Fluent or near-native proficiency in English with excellent communication skills.

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  Strong leadership and team management skills, with the ability to motivate and support team members.

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  Proficient in using CRM software and contact center technologies.

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  Demonstrated ability to handle multiple tasks, prioritize, and meet deadlines.

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  Exceptional problem-solving and decision-making skills.

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  Experience in the Translation & Localization industry is a plus.

Job Conditions:

• Full-Time Position

• Position located in Maadi

Work Conditions:

• Working Hours: US shift.

• Working model: On-site

• Working Days: 5 days (2 days off)

• Reporting To: Service Delivery Assistant Manager. (SDAM)