Customer service team leader

Customer service team leader – Nasr City – Cairo

Job Description

Lead the team to achieve the set objectives through coaching, motivation, development, and performance improvement to provide an efficient service to a specific account.
Motivating staff to achieve performance targets through creating a fair and healthy workplace.
Developing employees in every contact point, and ensuring they are following the required structure for the interactions that ensure high-quality performance.
Coach, develop, motivate, monitor, and follow up on team members’ performance, quality, and adherence for improving productivity and skills to ensure people’s development and high performance.
Monitor agent and team performance, quality, and adherence, and take appropriate actions to improve team achievements.
Supervise workforce management on the team level, problem resolution, and recommending corrective actions to ensure optimum performance, quality, and adherence.
Respond to customer questions when escalated through communication means to ensure customer satisfaction.
Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to ensure the enhancement of the team operation workflow and customer satisfaction.
Manage employees HR related inquiries and actions through the HR management system to ensure accurate employee records.
Create departmental-related reports on a periodic basis through tracking, measuring, and monitoring department performance to make decisions on improvement opportunities.

“Female ”Customer service team leader” Is required to work at the company’s headquarters in Nasr City – Cairo
Fluent in written and spoken English
Excellent communication skills including business writing skills
Good working knowledge of MS office
Development & Continual Learning
Professional Behavior & Attitude
Performance Coaching
Leading & Managing Change & people
Communication & Listening
Planning & Organizing
Customer Orientation
Interpersonal Skills & Teamwork
Result Oriented
Professional & Technical Knowledge
Quality Focus