Call Center Team Leader

The Team Leader provides the daily leadership and support for the program to meet customer and employee satisfaction while achieving the business goals of the Program.

Responsibilties:  Manage a team of contact center Reps & their KPIs.

Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.

Monitor calls& perform coaching sessions to ensure that procedures and quality standards are strictly adhered to.

Answer questions from staff and provide guidance and feedback.

Handle escalated cases & follow up on customer satisfaction.

Conduct regular review of all call center agents performance and organize training sessions for under performers.

Hold weekly meetings & One to one meetings to discuss team's current status, required action plans & deliver bonus.

Provide weekly reports to management about team's performance and most failed attributes.

Perform any other tasks assigned by his/her ACM

Excellent English 

Good working knowledge on Microsoft Excel

Excellent Analytical skills 

Has previous experience in call center industries at least 4 years



Job Location: Cairo, Egypt