Main Tasks:
- Improve customer experiences and customer satisfaction by providing agents with the tools and skills required for effective handling of orders, transactions and complaint resolution.
- Conduct daily, weekly and monthly coaching sessions for agents to address system issues, improve attitudes and optimize the use of applications. Develop action plans for continuous improvement with rigorous follow-up.
- Review and analyze performance trends of team members on a consistent basis.
- Communicate performance results and goals to the team, providing constructive feedback and training recommendations.
- Implement corrective action procedures as needed to address performance issues.
- Manage and ensure adherence to schedules, including coordinating breaks, lunches, and training sessions to align with expected task volumes.
- Monitor real-time availability of agents to meet service-level objectives and address any deviations promptly.
- Oversee attendance, taking corrective action when necessary to maintain team productivity.
- Support day-to-day work processes within the contact center and handle escalated customer issues effectively.
- Troubleshoot system-related issues and coordinate with the operations support team to ensure a smooth and dynamic operational platform.
- Participate in or lead special projects aimed at enhancing and improving customer care operations.
- Conduct periodic team meetings to discuss performance, address concerns, and align on objectives.
- Ability to multitask, prioritize and delegate tasks effectively to ensure timely and efficient customer service delivery.
Requirements:
- BSc/BA in business administration or relevant field.
- Minimum of 8 years’ experience in customer care or call center, with at least 3 years in Team Leader role.
- Deep understanding of the furniture industry is a plus.
- Exceptional problem-solving and decision-making skills.
- Expertise in Microsoft Excel and Word, with advanced data analysis capabilities.
- Strong leadership abilities and excellent communication skills.
- Ability to meet deadlines and work under pressure
- Generate new orders and revenues.
Work Location: Maadi.
Interested candidate please send your resume to [email protected] with subject Customer care Team Leader.
Job Type: Full-time
Application Question(s):
- What is your current and expected salary?
Experience:
- Team Leader: 7 years (Preferred)
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