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من طرف Contact Center Team Leader - Xceed
Employer: Xceed Contact Center
Job Title :Contact Center Team Leader
Languages: Good command of English Language
Country :Egypt
Job Category :Call Center, Customer Service, Telecommunications
Job Type :Full Time
Description
:1. Ensure quality of service to the highest standards to ensure Xceed
clients satisfaction. 2. Act as a self-starter and an action taker to
achieve preset goals. 3. Utilize tools, resources, and information to
help CSR Team to perform effectively. 4. Improve and enhance
communication channels within the team to ensure adequate update of
information and data. 5. Assure customer satisfaction and deliver
required information and escalations to higher management level. 6.
Monitor achievement of KPIs of his/her team and escalate when necessary.
7. Coach and provide relevant feedback on team performance progress and
ensure team satisfaction and development. 8. Provide feedback on CSR
renewals to Supervisors. 9. Monitor calls volume and take appropriate
actions to enhance service level. 10. Perform floor, assist, briefing,
shift handover and other duties assigned by the Contact Center
management. 11. Login to queue, when necessary, to save service level,
when spikes. 12. Review monthly team performance for enhancement when
necessary. 13. Respond to customer questions, complaints, and
suggestions when escalation is required. 14. Conduct team meetings and
one on one sessions on a regular basis. 15. Generate, escalate any
reports to the client (when necessary). 16. Manage the real time
performance.
Qualifications: • ISP experience is a must •
The minimum of one years experience in the Call Centers industry. • IT
Skills: Good knowledge of Windows operating environment, Word, Excel
& PowerPoint is a must • Languages: Very Good command of Arabic and
English (oral/written), second language is a must in international
accounts. • Ability to work a full-time shifts schedule including
nights, weekends, and holidays • University degree • The minimum of one
years experience in the Call Centers industry. • IT Skills: Good
knowledge of Windows operating environment, Word, Excel & PowerPoint
is a must • Languages: Very Good command of Arabic and English
(oral/written), second language is a must in international accounts. •
Ability to work a full-time shifts schedule including nights, weekends,
and holidays • At least 1 year experience as a TL.
Gender :Male
Experience :3 – 5 Years.
Other
Skills • IT Skills and New Media • CC IT Systems (ACD, CRM …etc.) • CC
Know How • Call Processing • Campaign Management • Product Knowledge •
Work Force management
Salary (L.E.): Negotiable
Job Contact Info. [ندعوك للتسجيل في المنتدى أو التعريف بنفسك لمعاينة هذا الرابط]
Employer: Xceed Contact Center
Job Title :Contact Center Team Leader
Languages: Good command of English Language
Country :Egypt
Job Category :Call Center, Customer Service, Telecommunications
Job Type :Full Time
Description
:1. Ensure quality of service to the highest standards to ensure Xceed
clients satisfaction. 2. Act as a self-starter and an action taker to
achieve preset goals. 3. Utilize tools, resources, and information to
help CSR Team to perform effectively. 4. Improve and enhance
communication channels within the team to ensure adequate update of
information and data. 5. Assure customer satisfaction and deliver
required information and escalations to higher management level. 6.
Monitor achievement of KPIs of his/her team and escalate when necessary.
7. Coach and provide relevant feedback on team performance progress and
ensure team satisfaction and development. 8. Provide feedback on CSR
renewals to Supervisors. 9. Monitor calls volume and take appropriate
actions to enhance service level. 10. Perform floor, assist, briefing,
shift handover and other duties assigned by the Contact Center
management. 11. Login to queue, when necessary, to save service level,
when spikes. 12. Review monthly team performance for enhancement when
necessary. 13. Respond to customer questions, complaints, and
suggestions when escalation is required. 14. Conduct team meetings and
one on one sessions on a regular basis. 15. Generate, escalate any
reports to the client (when necessary). 16. Manage the real time
performance.
Qualifications: • ISP experience is a must •
The minimum of one years experience in the Call Centers industry. • IT
Skills: Good knowledge of Windows operating environment, Word, Excel
& PowerPoint is a must • Languages: Very Good command of Arabic and
English (oral/written), second language is a must in international
accounts. • Ability to work a full-time shifts schedule including
nights, weekends, and holidays • University degree • The minimum of one
years experience in the Call Centers industry. • IT Skills: Good
knowledge of Windows operating environment, Word, Excel & PowerPoint
is a must • Languages: Very Good command of Arabic and English
(oral/written), second language is a must in international accounts. •
Ability to work a full-time shifts schedule including nights, weekends,
and holidays • At least 1 year experience as a TL.
Gender :Male
Experience :3 – 5 Years.
Other
Skills • IT Skills and New Media • CC IT Systems (ACD, CRM …etc.) • CC
Know How • Call Processing • Campaign Management • Product Knowledge •
Work Force management
Salary (L.E.): Negotiable
Job Contact Info. [ندعوك للتسجيل في المنتدى أو التعريف بنفسك لمعاينة هذا الرابط]
