Team Leader

Team Leader Job Description

Job Title: Team Leader

Department: Operations

Reports to: Ops Manager or Team Manager

Direct Reports:

• Contact Center Agents

Hours: Full Time with shiftwork.

Location: Cairo, Egypt

Primary Responsibilities

The Team Leader is responsible for achieving employee, customer, client satisfaction through effective people leadership and coaching.

• The Team Leader will motivate and lead 15 – 17 Contact Center Agents. The primary objective of the TL is to meet and exceed set targets through managing the operational performance of his/her team.
• Ensure that all Agents are familiar with the business targets and monitor the KPI’s assigned to them and provide constant feedback in order to assist Agents in attaining targets.
• Communicate clear expectations with each Agent to ensure that they have the tools, knowledge and coaching required to meet the business objectives.
• Review and assess performance reports. Advise Agents regarding their on-going professional development.
• Manage and keep up to date the applications, databases and documentation corresponding to the TL’s areas of responsibility.
• Manage shrinkage to ensure the business is not impacted
• Take full responsibility and action on disciplinary matters as determined by and in consultation with the management team.
• Assist with any payroll matters to ensure ongoing accuracy of the Agents pay and supporting documentation.
• Manage the implementation and compliance of the company’s policies and procedures.
• Coach for success. Complete no less than four (4) side-by-side coaching/monitoring sessions, with documentation per month per Agent.

Qualification, Experience & Skills

• Holds a university/college degree with 2+ years of team management experience in a Cable and/or Telecommunications Call Center.
• Proven and successful track record of effective people leadership within a customer relationship management (CRM) environment.
• Good understanding of CRM, Medallia and contact center best practices.
• Ability to set and focus on clear objectives and priorities.
• Previous experience in a performance driven environment.
• Excellent communications skills when writing, speaking and presenting to all stake holders.
• Strong negotiation, interpersonal, written and oral communications skills – including presentation skills.
• Additional responsibilities may be added as the needs of the business change and expand.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.