| Job Location | Cairo, Egypt |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Management Consulting |
| Functional Area | Not Mentioned |
English Team Leader - Call Cente...- 6th of October, GizaEnglish Team Leader - Call Center / Immediate Start- 6th of October, GizaPosted 6 hours ago9Applicants for 1 open position2Viewed0In Consideration1Not SelectedExperience Needed: More than 1 year Education Level: Bachelors DegreeJob DetailsCareer Level: Entry Level (Junior Level / Fresh Grad) Salary: Confidential Job Categories:Skills And Tools:Meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics.Monitor and evaluate monthly agent performance, review productivity and attendance reports, and coach staff members to improve performance.Conduct formal agent performance reviews, including annual goal-setting/performance development plan, mid-year performance review, and final year-end performance review. Assist agents with career development.Ensure that customers? questions and problems are resolved properly and quickly.Address customers problems that require escalation outside of the department.Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas of the company to facilitate problem-solving.Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.Assist in administering team attendance records, salary plans, vacation and staffing schedules, and forecasts.Build and maintain a positive working environment that attracts and retains high-quality staff.Be visible to agents. Supervisors should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls.Plan and manage a range of non-phone activities for agents, including workshops, call center cross-training, eLearning courses, knowledge reinforcement, and brainstorming sessionsPreparing reports and analyzing data to assist management as they determine call center goals.Identifying operational issues and suggesting possible improvements, keep senior management informed about recurring issues or problems.Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.Conduct weekly meetings with the brand managers or their subordinates updating them with the performance of the brands.Job RequirementsSales experience (NON REAL Estate) minimum of 1 year TL.English profile: B1Good coaching and communication skills.TL will responsible on coaching agents on selling techniques and communication skills. Beside the normal operational coaching (AHT, adherence, absenteeism, etc...)proven work experience in sales or Teles sales for at least 1 yea
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