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customer service team lead

51Talk Headquarters

<div>
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead, mentor and manage the team to achieve and exceed monthly reservation rate and attendance rates targets and KPIs.
 </li>
 <li>
 Monitor and assess team performance, providing regular feedback and implementing strategies to enhance effectiveness.
 </li>
 <li>
 Conduct calls to prospective customers to promote and sell our products and services.
 </li>
 <li>
 Handle customers&lsquo; inquiries and convert them into sales opportunities.
 </li>
 <li>
 Understand customer needs and requirements to provide appropriate solutions .
 </li>
 <li>
 Follow up on marketing leads and maintain accurate and up-to-date records of all activities in the CRM system.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Proven experiences as a customer service manager or in a similar supervisory role.
 </li>
 <li>
 Strong understanding of customer relationship and sales management.
 </li>
 <li>
 Ability to motivate and drive a team to achieve targets.
 </li>
 <li>
 Excellent leadership, communication, and interpersonal skills.
 </li>
 </ul>
 
 
 
 
 Working hour: Sunday - Thursday 12PM - 9PM, Saturday 12PM-4PM
 
 
 Office address: 1st Floor, 7Z, Etisalat Club Rd, Ezbet Fahmy, El Basatin, Cairo Governorate 4234302
 
</div>

Customer Service Team Lead

Bupa

<div>
 
 Job Description
 
 
 
 
 Sales Delivery Service Team Manager
 
 
 
 
 Location:
 
 Cairo
 
 
 
 Job Type:
 
 Full-time
 
 
 
 Department:
 
 Sales
 
 
 
 Purpose Of The Role
 
 
 
 The Service Team Manager (STM) leads and engages a team of Business Support Hub Advisors and Sales Delivery Advisors Onboarding to deliver service excellence, meet productivity targets, and ensure compliance with company and regulatory standards. This role drives operational performance, optimizes team capacity and capability, and supports continuous improvement initiatives in collaboration with other functions. The STM also plays a key role in fostering employee engagement and supporting the Customer Service Manager (CSM) in creating a compliant, customer-focused environment.
 
 
 
 What You&rsquo;ll Do
 
 
 
 
 Leadership &amp; People Performance
 
 
 
 Lead, coach, and develop a team of front-line employees to achieve performance and quality targets.
 
 
 Manage effectively in a hybrid working environment.
 
 
 Role model Bupa values and foster a high-engagement culture.
 
 
 Conduct regular coaching and development sessions, including formal personal development plans.
 
 
 Monitor competency levels and address performance or compliance issues swiftly.
 
 
 Deliver consistent communication through 1:1s, team meetings, and updates.
 
 
 
 Compliance &amp; Performance Metrics
 
 
 
 Deliver team plans aligned with service KPIs and business objectives.
 
 
 Maintain a robust control environment to ensure FCA regulatory compliance.
 
 
 Monitor performance metrics, analyze trends, and take proactive improvement actions.
 
 
 Own risk, incident, and compliance management for the team.
 
 
 
 Customer Experience &amp; Business Improvement
 
 
 
 Support and embed business initiatives that improve service efficiency and customer experience.
 
 
 Lead operational impact assessments for improvement projects and ensure sustainable change.
 
 
 Identify and implement opportunities for innovation and cost-effective service delivery.
 
 
 Benchmark against external best practices to enhance team performance.
 
 
 
 Internal &amp; External Relationships
 
 
 
 Liaise with stakeholders to ensure resource availability and operational delivery.
 
 
 Manage escalated customer queries and complaints, including those from brokers and corporate clients.
 
 
 Support management colleagues in delivering excellent customer and supplier experiences.
 
 
 
 What You&rsquo;ll Bring
 
 
 
 Strong written and verbal English communication skills.
 
 
 Experience managing front-line employees in a customer-focused or regulated environment.
 
 
 
 Contact Center/service Experience Preferred.
 
 
 
 Excellent interpersonal and communication skills.
 
 
 Ability to manage competing priorities and difficult conversations.
 
 
 Commercial mindset and proactive attitude.
 
 
 Strong stakeholder management and influencing skills.
 
 
 Resilience and adaptability in a fast-paced environment.
 
 
 Initiative and sound decision-making within agreed parameters.
 
 
 Thorough internal product knowledge.
 
 
 Strong planning and time management skills.
 
 
 
 Why Bupa?
 
 
 
 We&rsquo;re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose &ndash; helping people live longer, healthier, happier lives and making a better world.
 
 
 We make health happen by being brave, caring and responsible in everything we do.
 
 
 We encourage all of our people to &ldquo;Be you at Bupa&rdquo;. We champion diversity and understand the importance of our people representing the communities and customers we serve. That&rsquo;s why we especially encourage applications from people with diverse backgrounds and experiences.
 
 
 
 Time Type
 
 
 
 Full time
 
 
 
 Job Area
 
 
 
 Locations:
 
 
 Egypt - Cairo
</div>

Sales Delivery Service Team Manager

Emirates NBD

<div>
 <ul>
 <li>
 Lead a team of inbound agents within the customer relationship center to respond to clients&rsquo; inquiries within established guidelines and quality standards.
 </li>
 <li>
 Develop &ndash; with the Service Manager &ndash; the weekly schedule for the inbound team to safely meet the traffic of incoming calls within the center.
 </li>
 <li>
 Coordinate the daily scheduling of agents and effectively manage any deviations to the weekly schedule.
 </li>
 <li>
 Supervise the day-to-day operations of the inbound team and provide any guidance and support when required.
 </li>
 <li>
 Monitor the adherence of the inbound team to the agreed key performance indicators, service level agreements and quality standards.
 </li>
 <li>
 Respond to and manage escalated calls, hard calls as well as regular calls during high traffic periods.
 </li>
 <li>
 Supervise and ensure adherence of the inbound team to the floor rules and established procedures.
 </li>
 <li>
 Monitor samples of the inbound team&rsquo;s call and provide guidance when required.
 </li>
 <li>
 Contribute to the performance evaluation and propose development initiatives to support the achievement of a competent team.
 </li>
 </ul>
 
 
</div>

Inbound Team Leader

<div>
 
 
 Job Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Manage complex, high-value transactions for large and multinational corporations.
 </li>
 <li>
 Lead the Large &amp; Multinational Corporate Service Unit and ensure adherence to operational excellence standards.
 </li>
 <li>
 Act as the senior point of contact for high-profile corporate clients.
 </li>
 <li>
 Oversee document validation, compliance adherence, and risk mitigation efforts.
 </li>
 <li>
 Drive strategic initiatives to improve service processes and customer experience.
 </li>
 <li>
 Ensure the handling of sensitive client data in line with confidentiality and security protocols.
 </li>
 <li>
 Strengthen corporate client retention through proactive engagement and issue resolution.
 </li>
 <li>
 Manage service request tracking, processing, and escalation to Head Office units.
 </li>
 <li>
 Implement continuous process improvements and automation opportunities.
 </li>
 <li>
 Collaborate with Compliance, Risk, and Operations to ensure smooth service execution.
 </li>
 <li>
 Support the growth of the large and multinational corporate portfolio.
 </li>
 <li>
 Lead innovation in service models and encourage process optimization ideas from the team.
 </li>
 <li>
 Conduct regular team performance reviews and implement development plans.
 </li>
 <li>
 Drive initiatives for enhanced customer service quality and efficiency.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Skills
 
 
 <ul>
 <li>
 Minimum 15-20 years of banking experience with strong expertise in corporate client service support, operational leadership, and high-risk transaction management.
 </li>
 <li>
 Planning and organizing.
 </li>
 <li>
 Communication and interpersonal skills.
 </li>
 </ul>
 
 
</div>

Large & Multinational Corporate Services Senior Manager -  Corporate and Institutional Banking

Robusta Studio

<div>
 
 Job Purpose
 
 
 
 <ul>
 <li>
 Lead brand, marketing, and community growth for Techie++ and Coworker by RTG.
 </li>
 <li>
 Drive awareness, engagement, and client acquisition through marketing, partnerships, and community initiatives.
 </li>
 <li>
 Connect strategy with execution to ensure both brands operate as vibrant, revenue-generating ecosystems.
 </li>
 <li>
 Act as the link between business growth, member experience, and operational excellence.
 </li>
 <li>
 Ensure both brands deliver value, visibility, and sustainable impact.
 
 
 </li>
 </ul>
 
 
 Key Accountabilities &amp; Decision Ownership
 
 
 
 
 <ul>
 <li>
 Brand &amp; Community Building: Strengthen and grow brand identity and member engagement.
 </li>
 <li>
 Partnerships &amp; Events: Develop strategic partnerships and organize community events.
 </li>
 <li>
 Customer Acquisition &amp; Experience: Drive member growth and ensure excellent customer service.
 </li>
 <li>
 Revenue Growth &amp; Utilization: Maximize space usage, upselling opportunities, and profitability.
 </li>
 <li>
 Team Performance &amp; Development: Lead and coach team members to achieve goals.
 </li>
 <li>
 Facility Management: Oversee daily operations and maintain service quality
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 3-5 years of relevant experience.
 </li>
 <li>
 Excellent command of English and Arabic (spoken and written).
 </li>
 <li>
 Awareness of coworking industry trends, competitors, and member needs.
 </li>
 <li>
 Understanding how space utilization and community engagement drive revenue.
 </li>
 <li>
 Operational experience in managing coworking spaces and coordinating events.
 </li>
 <li>
 Strong relationship-building and communication skills.
 </li>
 <li>
 Ability to represent the brand with authenticity and energy
 
 
 </li>
 </ul>
 
 
 Core Competencies &amp; Proficiency Levels
 
 
 
 
 <ul>
 <li>
 Brand Strategy &amp; Positioning - Advanced
 </li>
 <li>
 Community Building - Advanced
 </li>
 <li>
 Partnership Development - Advanced
 </li>
 <li>
 Marketing Execution - Advanced
 </li>
 <li>
 Customer Experience - Advanced
 </li>
 <li>
 Business &amp; Revenue Acumen - Intermediate to Advanced
 </li>
 <li>
 Cross-Functional Collaboration - Advanced
 </li>
 <li>
 Adaptability &amp; Problem-Solving - Advanced
 </li>
 </ul>
</div>

Brand Manager

<div>
 
 
 Telesales Team Lead (Course Consultant &ndash; Education Industry)
 
 
 
 📍
 
 Cairo, Egypt (On-site)
 
 
 
 
 
 
 🌍
 
 About Us
 
 
 
 51Talk is a global leader in online English education, connecting students and teachers through engaging one-on-one lessons.
 
 
 
 
 
 As we continue expanding our operations in Cairo, we&rsquo;re looking for a
 
 Telesales Team Lead
 
 to manage, coach, and motivate a team of Course Consultants.
 
 
 If you&rsquo;re a dynamic sales leader who thrives in a performance-driven environment and has a passion for education, this is your opportunity to grow your career in a fast-scaling EdTech company.
 
 
 
 
 
 🎯
 
 What You&rsquo;ll Do
 
 
 <ul>
 <li>
 
 Lead &amp; Inspire
 
 &ndash; Supervise a team of telesales representatives, ensuring consistent achievement of daily, weekly, and monthly sales KPIs.
 </li>
 <li>
 
 Drive Sales Performance
 
 &ndash; Monitor call quality, conversion rates, and productivity to maximize team output and revenue.
 </li>
 <li>
 
 Coach for Success
 
 &ndash; Conduct regular coaching sessions, provide feedback, and support skill development in consultative selling and customer engagement.
 </li>
 <li>
 
 Analyze &amp; Report
 
 &ndash; Review performance data, identify sales trends and challenges, and develop action plans for improvement.
 </li>
 <li>
 
 Motivate &amp; Engage
 
 &ndash; Create a high-energy, positive team culture focused on collaboration, accountability, and results.
 </li>
 <li>
 
 Optimize Processes
 
 &ndash; Ensure CRM accuracy, adherence to SOPs, and implementation of best practices across all sales activities.
 </li>
 <li>
 
 Collaborate Across Teams
 
 &ndash; Partner with Marketing, Operations, and Customer Success teams to align telesales strategies with broader business goals.
 </li>
 <li>
 
 Handle Escalations
 
 &ndash; Support team members in resolving complex customer inquiries while maintaining service excellence.
 </li>
 </ul>
 
 
 
 
 ✅
 
 What We&rsquo;re Looking For
 
 
 <ul>
 <li>
 
 Education:
 
 Bachelor&rsquo;s degree or higher.
 </li>
 <li>
 
 Experience:
 
 Minimum
 
 3 years in telesales or customer acquisition
 
 , including
 
 at least 1 year in a leadership or supervisory role.
 
 </li>
 <li>
 
 Leadership Skills:
 
 Proven ability to motivate and manage high-performing sales teams.
 </li>
 <li>
 
 Sales Expertise:
 
 Strong understanding of telesales techniques, lead management, and conversion optimization.
 </li>
 <li>
 
 Communication:
 
 Excellent command of
 
 English and Arabic
 
 (spoken and written).
 </li>
 <li>
 
 Analytical Ability:
 
 Able to interpret performance data, set clear goals, and execute improvement plans.
 </li>
 <li>
 
 Personality:
 
 Energetic, resilient, and results-driven, with a genuine passion for helping customers and developing people.
 </li>
 </ul>
 
 
 
 
 💼
 
 What We Offer
 
 
 <ul>
 <li>
 Competitive base salary with
 
 uncapped team-based commissions and incentives
 
 .
 </li>
 <li>
 Career growth opportunities into senior management roles.
 </li>
 <li>
 Social and medical insurance.
 </li>
 <li>
 Paid annual leave.
 </li>
 </ul>
 
 
 
 
 🚀
 
 Why Join Us
 
 
 
 At 51Talk, you&rsquo;ll lead a motivated sales team that helps thousands of learners reach their English goals.
 
 
 
 
 
 Your leadership will directly contribute to our mission of making quality education accessible worldwide &mdash; while you build your own career success story.
 
 
 
</div>

Telesales Team Lead (Course Consultant)

RATP Dev

<div>
 RATP Dev is a subsidiary of the RATP Group, global leader in high-capacity urban rail and the world's third largest public transport operator. All over the world, our 25,000 people design, operate, maintain and modernize public transit networks of automated metros, commuter rail, tramway, bus and many other modes.
 
 
 We have built our expertise in the ultra-dense, constantly-modernized Paris network. Since 120 years our experts manage complex projects, improve passenger experience, participate in large-scale sport or cultural events.
 
 
 Thanks to this unrivalled know-how, we serve more than 100 cities in 17 countries and 5 continents. We provide custom-made solutions that meet their specific challenges in terms of the environment, social inclusion, growth or attractiveness.
 
 
 We build, deliver and commit for the best of public transport, every day, everywhere, for everybody &ndash; to make it the natural choice for cities and passengers.
 
 
 
 RATP Dev Mobility Cairo
 
 operates the Green Line 3 and the LRT Capital Train, essential components of Cairo&rsquo;s public transportation network. We are dedicated to providing high-quality service and ensuring customer satisfaction across these lines.
 
 
 Are you a strategic leader with a passion for public transport excellence? RATP Dev Mobility Cairo is seeking a
 
 Service Delivery Director
 
 to lead and elevate the performance of our operations and passenger services.
 
 
 
 Key Responsibilities Will Include
 
 
 
 <ul>
 <li>
 Lead the Service Delivery Department with a vision rooted in excellence, partnership, and sustainability.
 </li>
 <li>
 Ensure safe, reliable, and high-quality service delivery aligned with contractual KPIs.
 </li>
 <li>
 Drive operational efficiency, customer satisfaction, and continuous improvement.
 </li>
 <li>
 Collaborate with cross-functional teams to optimize cost, safety, and service standards.
 </li>
 <li>
 Champion a culture of safety, inclusivity, and performance.
 
 
 </li>
 </ul>
 
 Profil De Candidat Recherch&eacute;
 
 
 
 <ul>
 <li>
 10+ years in public transport operations, including senior leadership roles.
 </li>
 <li>
 Proven experience in rail operations and customer-facing services.
 </li>
 <li>
 Strong knowledge of railway safety, operational planning, and workforce management.
 </li>
 <li>
 Bachelor&rsquo;s or Master&rsquo;s in Transport, Engineering, Business, or related fields.
 </li>
 <li>
 Fluent in English; Arabic and French are a plus.
 
 
 </li>
 </ul>
 Why RATP Dev ? Be part of a global leader in mobility solutions, shaping the future of urban transport in Cairo. Lead impactful initiatives, work with passionate professionals, and make a difference in millions of daily journeys.
 
 
 If you're driven by operational excellence, committed to safety and customer satisfaction, and ready to lead transformative transport services in Cairo, we want to hear from you!
 
 
 RATP Dev is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees.
 
 Join us in making a difference through transporation excellence!
 
 
 
 
 Comp&eacute;tences
 
 
 
 customer service
</div>

Service Delivery Director (F/M)

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