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Operations.Customer Experience.Customer Experience.Team Manager

Egypt

JOB DESCRIPTION

YOUR DAY-TO-DAY
Provides regular supervision and mentorship over direct reports.
Ensures regular and effective communication with direct reports on performance, goals, and coaching.
Facilitates daily agent coaching, guidance, management, and development sessions in both written and verbal format to improve the performance of direct reports.
Participates in client-related activities to include client calibration sessions and project planning.
Manages timekeeping and timecard entry of the team to ensure zero discrepancy rate.

QUALIFICATIONS

WHAT YOU BRING TO THE TABLE!
Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
Advanced English (B2+ in CEFR) is required. Excellent oral and written communication skills.
Time management , attention to detail, Reporting & leadership skills is required. MS Office Intermediate level proficiency is required.
Full time schedule 24/7 availability is required including weekends.
9 months tenure in Aer Lingus Account. No active disciplinary actions, not under a PIP. Candidates must meet minimum performance standards, including a quality score of 88% (6-month avg), adherence of 95%, absenteeism below 5%, and overall KPIs of 80% (all over the last 4 months).

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