Customer Service Team Leader

  • Anywhere

Your Role Will Be:

Continuously monitor and check team’s performance and ensure it is consistent with the overall client & Internal objectives and timelines
Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
Ensure agents adhere to schedules and minimize absenteeism of agents
Explains and communicate KPIs / performance measuring parameters for team members
Identify performance gaps for specific individuals and create action plans to improve performance.
Provide opportunity to Reward and Recognize High Performance.
Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
Give technical assistance to agents from his/her team and from other teams if required.
Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
Respond effectively to escalate transactions, customer complaints and report escalations.
Support the queue if necessary
Prepare and submits internal reports
Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
Continuously monitor, analyze agent related metrics and provide actions for improvements.
Enhance self-process knowledge of handling transactions (calls / emails/cases)
Keep self-updated on organizational products, offers and processes
Introduce or suggest process improvements by using knowledge and experience
Manage the Call Center Staff

To apply for this job please visit .

  • Anywhere

Supervise customer service representatives.Promote and sell the park services and commercial premises.Ensure that customers receive the quickest service possible.Assist representatives in handling disappointed customers.Interact with customers using phone, email, the company website, and in person.Provide assistance to representatives during extremely busy times.-Follow up and ensure customer’ collections are in accordance with the collection plan.Take customer complaints to the manager when necessary.Coordinate employee meetings, parties, and continuing education.Maintain & update the database of customers for follow-up.Review customer evaluations in regards to service representatives’ work and looks for areas that need improvement.Train representatives on new product and service offerings as well as special sales and promotions.Help develop new products, services, and promotions based on customer preferences.Generate regular reports for management.Ensure that customer service representatives follow all company policies and procedures when dealing with customers.

To apply for this job please visit .

  • Anywhere

Your Role Will Be:

Continuously monitor and check team’s performance and ensure it is consistent with the overall client & Internal objectives and timelines
Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
Ensure agents adhere to schedules and minimize absenteeism of agents
Explains and communicate KPIs / performance measuring parameters for team members
Identify performance gaps for specific individuals and create action plans to improve performance.
Provide opportunity to Reward and Recognize High Performance.
Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
Give technical assistance to agents from his/her team and from other teams if required.
Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
Respond effectively to escalate transactions, customer complaints and report escalations.
Support the queue if necessary
Prepare and submits internal reports
Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
Continuously monitor, analyze agent related metrics and provide actions for improvements.
Enhance self-process knowledge of handling transactions (calls / emails/cases)
Keep self-updated on organizational products, offers and processes
Introduce or suggest process improvements by using knowledge and experience
Manage the Call Center Staff

To apply for this job please visit .

  • Anywhere

Job Purpose:Lead the team to achieve the set objectives through coaching, motivation, development and performance improvement to provide an efficient service to a specific accountResponsibilities:Motivating staff to achieve performance targets through creating a fair and healthy workplace, developing employees in every contact point, and ensure they are following the required structure for the calls that ensures high quality performanceCoach, develop, motivate, monitor and follow up on team members’ performance and quality for improving productivity and skills to ensure people development and high performanceManage team performance and quality through assigning objectives per agent to ensure achieving team targetMonitor agent and team performance and quality, take appropriate actions to improve team performanceSupervise work force management on the team level, problem resolution and recommending corrective actions that complies with COPC standard to ensure optimum performance and qualityRespond to customer questions when escalated through communication means to ensure customer satisfactionAnalyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to ensure the enhancement of the team operation work flow and customer satisfactionManage employees HR related inquiries and actions through HR management system to ensure accurate employees recordsCreate departmental related reports on Periodical basis through tracking, measuring, and monitoring department performance to make decision on improvement opportunities

To apply for this job please visit .

  • Anywhere

Continuously monitor and check team’s performance and ensure it is consistent with the overall client & Internal objectives and timelinesSet clear team goals and KPIs.Delegate tasks and set project deadlines.Oversee day-to-day teams’ operation and performance.Do regular performance evaluation.Create a health and motivating work environment and atmosphere.Must to have Massive Customer Service experience Sales background Explains and communicate KPIs / performance measuring parameters for team membersIdentify performance gaps for specific individuals and create action plans to improve performance.Provide opportunity to Reward and Recognize High Performance.Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions takenGive technical assistance to agents from his/her team and from other teams if required.Respond effectively to escalate transactions, customer complaints and report escalations.Support the queue if necessaryEnhance self-process knowledge of handling transactions (calls / emails/cases).

To apply for this job please visit .

  • Egypt

Dimofinf Operations Center

Description:

  • Guide and mentor team as a role model. Assist with new hire training by allowing them to shadow, observe and listen to calls in accordance with training guidelines and protocols. Observe new hires and provide feedback to supervisors.
  • Continuously monitor and check the team’s performance and ensure it is consistent with the overall customers & Internal objectives and timelines.
  • Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or customers’ needs.
  • Ensure agents adhere to schedules and minimize the absenteeism of agents.
  • Give technical assistance to agents from his team and from other teams if required.
  • Identify process/team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation.
  • Keep self-updated on organizational products, offers and processes.
  • Attend and actively participate in daily, weekly, and monthly departmental meetings, in-services, training and coaching sessions.
  • Ask customers to provide feedback on agents and customer service experience.
  • investigating and solving customers’ problems and issues related to their accounts.
  • Act as an account manager to our clients.
  • Perform other related duties as required or assigned by the Customer Service Manager.
  • Assist with the training and development of new team members.
  • Qualifications:

  • Bachelor’s degree / or equivalent combination of education, training, and experience in Business Administration or in any relevant field.
  • Excellent in Computer skills
  • Good Communication and Negotiation Skills
  • Customer orientation, ability to adapt and respond to different types of characters.
  • Ability to use positive language.
  • Problem Solving Skills.
  • Strong building reports skills.
  • To apply for this job please visit search-engine.talentsmine.net.

    • Egypt

    Xceed

    Your Role Will Be:

    Continuously monitor and check team’s performance and ensure it is consistent with the overall client & Internal objectives and timelines
    Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
    Ensure agents adhere to schedules and minimize absenteeism of agents
    Explains and communicate KPIs / performance measuring parameters for team members
    Identify performance gaps for specific individuals and create action plans to improve performance.
    Provide opportunity to Reward and Recognize High Performance.
    Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
    Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
    Give technical assistance to agents from his/her team and from other teams if required.
    Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
    Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
    Respond effectively to escalate transactions, customer complaints and report escalations.
    Support the queue if necessary
    Prepare and submits internal reports
    Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
    Continuously monitor, analyze agent related metrics and provide actions for improvements.
    Enhance self-process knowledge of handling transactions (calls / emails/cases)
    Keep self-updated on organizational products, offers and processes
    Introduce or suggest process improvements by using knowledge and experience
    Manage the Call Center Staff

    To apply for this job please visit search-engine.talentsmine.net.

    • Egypt

    Yadomy

    Build and lead operation teamIdentify performance gaps for specific individuals and create action plans to improve performance.Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.Answering the team members’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling cases that cannot be fielded by the agents.train new hiresOversee performance and quality standard reviews to ensure outcomes meet business expectationsTroubleshoots and creates action plans to quickly and effectively address problems.Supervise subordinate staff, including interviewing, hiring, discipline, performance review, mentoring

    To apply for this job please visit search-engine.talentsmine.net.

    • Egypt

    Kenzy Medical Clinics

    Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfactionCreate better modes of operations to make customer service easier for both team members and customersMake provision for a change of mode of operation when the existing one isn’t yielding maximum resultsGive detailed statistical feedback on the performance of team members to the management for staff evaluation and reward purposesObserve the performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their loose ends. Also, take disciplinary measures against any team members who are found wantingProvide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coachingEnsure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactionStep in to attend to customers that are proving difficult to team members and resolve their complaintsDelegate different customer service duties to team members to ensure a faster and smoother flow of operation through the division of laborCreate and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standardsServe as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

    To apply for this job please visit search-engine.talentsmine.net.

    • Egypt

    Khaltura

    Description:

  • Guide and mentor team as a role model. Assist with new hire training by allowing them to shadow, observe and listen to calls in accordance with training guidelines and protocols. Observe new hires and provide feedback to supervisors.
  • Continuously monitor and check the team’s performance and ensure it is consistent with the overall customers & Internal objectives and timelines.
  • Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or customers’ needs.
  • Ensure agents adhere to schedules and minimize the absenteeism of agents.
  • Give technical assistance to agents from his team and from other teams if required.
  • Identify process/team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation.
  • Keep self-updated on organizational products, offers and processes.
  • Attend and actively participate in daily, weekly, and monthly departmental meetings, in-services, training and coaching sessions.
  • Ask customers to provide feedback on agents and customer service experience.
  • investigating and solving customers’ problems and issues related to their accounts.
  • Act as an account manager to our clients.
  • Perform other related duties as required or assigned by the Customer Service Manager.
  • Assist with the training and development of new team members.
  • Qualifications:

  • Bachelor’s degree / or equivalent combination of education, training, and experience in Business Administration or in any relevant field.
  • Excellent in Computer skills
  • Good Communication and Negotiation Skills
  • Customer orientation, ability to adapt and respond to different types of characters.
  • Ability to use positive language.
  • Problem Solving Skills.
  • Strong building reports skills.
  • To apply for this job please visit search-engine.talentsmine.net.