Company Description
Future Group Language Solutions is a global leader in innovative digital experience solutions, combining human expertise with advanced AI technology. With more than 30 years of experience, our services help individuals and organizations communicate across cultures and expand their global reach. Guided by Shariah-compliant values, we offer comprehensive solutions in technology, language, and multicultural marketing. Committed to empowering businesses, especially in emerging markets, we focus on delivering sustainable growth and meaningful connections.
Role Description
This is a full-time on-site role for a Call Center Team Lead, based in Cairo, Egypt. The Call Center Team Lead will oversee daily operations, manage a team of customer service representatives, and ensure that the highest level of customer satisfaction is achieved. Responsibilities include monitoring team performance, conducting training sessions, implementing strategies to improve efficiency, resolving escalated customer issues, and providing regular performance updates to management. Collaboration, communication, and team motivation will be key aspects of this role.
Qualifications
- Strong Interpersonal and Communication skills for effective team leadership and customer interaction
- Proficiency in Analytical Skills to assess team performance, monitor metrics, and develop actionable solutions
- +1 year of experience in Customer Service and ensuring high levels of Customer Satisfaction as a Team Leader.
- Proven ability to work collaboratively in a fast-paced, on-site environment
- Prior experience in leadership or supervisory roles in a call center environment is preferred
- Fluency in English and Arabic is an advantage
- Bachelor's degree in Business Administration, Management, or a related field is desirable
