Call center team leader for a company in masr el gdeeda
• Provide leadership, direction and real-time management to the Team in order to deliver service excellence.
• The role holder should spend 70-80% of their time working closely with their team and the return on this investment of time will be through demonstrating continuous improvement in team/individual performance.
• Create an environment where people are energized, engaged and enabled through high impact communication and coaching, resulting on team target
• Answering the agent’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the agents.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Develop the team and support individual progression and learning
• Monitor team calls (live & recorded) and make sure that the calls KPIs applied.
• Support call center team by handling angry customers and respond to the transferred calls.
• Prepare the daily/weekly & monthly reports.
• Assist in handling customers’ calls especially in rush hours or absence of the team member.
kindly send your updated CV's with recent photo on m.magdy@afs-egy.com
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