Oversee daily operations within the contact center, ensuring adherence to policies and quality standards.
Lead, inspire, and develop a team of agents to deliver exceptional customer service.
Analyze performance metrics to identify areas for improvement and implement proactive solutions.
Manage customer queries and complaints, ensuring swift and satisfactory resolutions.
Coordinate with other teams to streamline processes and enhance overall service delivery.
Drive initiatives aimed at improving team morale and increasing job satisfaction among members.
Stay updated on industry practices and customer service technologies.
Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.
Bachelor's degree in Business Administration, Communication, or a relevant field.
Proven experience of 1+ years as a Team Leader in a Contact Center environment.
Fluent or near-native proficiency in English with excellent communication skills.
Strong leadership and team management skills, with the ability to motivate and support team members.
Proficient in using CRM software and contact center technologies.
Demonstrated ability to handle multiple tasks, prioritize, and meet deadlines.
Exceptional problem-solving and decision-making skills.
Experience in the Translation & Localization industry is a plus.
Full-Time Position
Position located in Maadi
Work Conditions:
Working Hours: US shift.
Working model: On-site
Working Days: 5 days (2 days off)
Reporting To: Service Delivery Assistant Manager. (SDAM)
Initially established as a subsidiary of Future Group, Jadeer has been operating since 1994, where the company has grown to become a renowned agency in the recruitment industry. The company has earned a reputation for excellence by investing in technology and utilizing high-tech software to streamline the recruitment process, which has further solidified our reputable image in the market.
Our commitment to providing exceptional service, along with our ability to adapt to the evolving needs of the industry, have helped us stay ahead of the competition, while our focus on innovation, combined with our extensive experience, have enabled us to maintain our position as one of the most trusted and reliable HR consultancy in the market.
