Company Description
ETISAL International Group is a leading Business Process Outsourcing (BPO) company operating across the Middle and Far East. With a deep understanding of diverse cultures and industry best practices, ETISAL delivers customized BPO solutions that meet unique business needs, enabling clients to focus on their core operations. Recognized for its commitment to innovation, quality, and human capital, ETISAL utilizes advanced technologies and robust operational standards to exceed client expectations. The company continually enhances its service delivery through transparency, flexibility, and a passion to serve.
Role Description
This is a full-time, on-site role, based in Cairo, Egypt. The Contact Center Team Leader will oversee daily operations, ensuring customer satisfaction and exceptional service delivery. Key responsibilities include managing and mentoring a team of customer service representatives, monitoring performance metrics, handling customer inquiries, and implementing strategies to improve efficiency and service quality. Additional tasks may include preparing performance reports and facilitating communication between the team and management.
Qualifications
- Strong Team Management and leadership skills to effectively supervise and guide team members.
- Proficiency in Customer Service and ensuring high levels of Customer Satisfaction.
- Exceptional Communication skills to convey ideas, provide feedback, and collaborate effectively with team members and clients.
- Excellent Analytical Skills to interpret performance metrics and implement actionable strategies for improvement.
- Experience in conflict resolution to address and resolve customer concerns in a professional manner.
- Proven ability to work in a fast-paced, high-pressure environment.
- Bachelor's degree in business administration, management, or a related field is desirable.
- Proficiency in relevant technologies or CRM tools is a plus.
