وظائف خالية تيم ليدر خدمة عملاء-Customer Care Team Leader - المعادى - القاهرة

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 6 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.

- 6-‎9 سنوات خبرة

- مؤهل عالي

- تسويق ومبيعات