Customer Service Team Leader (English Profile)

Innovative Work Solutions is a provider of professional outsourcing services for a variety of industries, dedicated to delivering seamless customer experiences. With a strong commitment to innovation and excellence, we empower businesses with tailored, flexible, and efficient solutions. Our visionary team and advanced technology ensure that we remain a trusted partner for our clients worldwide. At Innovative Work Solutions, we prioritize professionalism and client success in every interaction.

This is a full-time hybrid role for a Customer Service Team Leader. The position requires working from our Cairo, Egypt office, with flexibility for some remote work. The Team Leader will oversee a team of customer service representatives, ensure performance targets are met, and provide support for handling escalated customer interactions. Responsibilities also include monitoring team performance, implementing strategies to enhance customer satisfaction, and delivering training or feedback to team members for ongoing improvement.

• Proven experience in Customer Service Management, including team leadership and performance monitoring
• Proficiency in Customer Satisfaction, Customer Support, and providing excellent customer service during escalations
• Strong Communication skills to effectively guide team members and interact with customers
• Proven problem-solving and conflict-resolution abilities
• Proficiency with CRM tools and customer service software
• Ability to thrive in a hybrid work environment, demonstrating flexibility and self-management
• Experience in a call center environment and fluency in English is required