Offshore Team Leader (Call Center)
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Responsibilities:
- Supervising, coaching, and mentoring a team of offshore call center agents.
- Implementing performance goals and objectives for the team and individual agents.
- Monitoring and analyzing team performance metrics to identify areas of improvement.
- Providing regular feedback and coaching to team members to improve their performance.
- Developing training programs and materials to enhance the skills and knowledge of the team.
- Ensuring that the team meets or exceeds service level agreements and key performance indicators.
- Maintaining open communication with team members and other departments to address issues and improve processes.
- Handling escalated customer complaints and resolving issues in a timely and efficient manner.
- Conducting regular team meetings to review performance, share best practices, and discuss areas of improvement.
- Knowledge of dispatch programs such as Perspective or other dispatching software;
- Hands on experience with radio dispatch equipment
- Ability to deliver under time constraints and deadlines
- Previous terminal operations, dispatch, or driver experience
- Bachelor's degree or equivalent experience in a related field.
- At least 3-5 years of experience in a call center environment, with experience in a leadership role.
- Fluency in English
- Strong leadership, coaching, and mentoring skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced, high-pressure environment.
- Strong analytical and problem-solving skills.
- Knowledge of call center software and technology.
- Ability to work flexible hours and weekends, as required.
geo
in Egypt , Cairo city
number of positions
1 Jobs available, apply now
job type
FULL TIME
experience years
Mid-Senior level
Jobs in EgyptThis job is closed
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1 year ago
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