French team leader and Quality call center

Company Description

Xceed is a leading multilingual Business Process Outsourcing service provider in the EMEA region with over 10,000 web-enabled multi-channel stations. The company serves numerous government and commercial accounts in 10 different languages across its sites located in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia. Xceed offers a wide range of services, including Inbound Services, Outbound Services, Back Office Services, and Recruitment Process Outsourcing, among others. Recognized with prestigious awards like IAOP's Best Global Outsourcing and Gulf Sustainability Awards, Xceed has a proven record of excellence in creating impactful solutions. The organization holds multiple internationally recognized certifications, ensuring adherence to global standards in quality, sustainability, and business continuity.

Role Description

This is a full-time on-site role for a French Team Leader and Quality at Xceed's Cairo location. The Team Leader will manage and oversee a team of call center agents, ensuring optimal performance and achieving set targets. Responsibilities include monitoring and evaluating team members performance, coaching for quality improvement, delivering feedback, and fostering a positive and productive work environment. The role requires maintaining high levels of customer satisfaction, addressing escalations, preparing reports, and collaborating with other departments to ensure smooth operations. Ensuring compliance with company policies and delivering exceptional customer service is essential.

Qualifications

• Strong Interpersonal Skills to manage and lead a team effectively
• Proficiency in Analytical Skills to evaluate team performance and identify areas of improvement
• Focus on Customer Satisfaction and delivering top-quality service
• Excellent Communication skills in both written and verbal formats
• Experience and expertise in Customer Service to address escalations and handle client interactions professionally
• Fluency in French is required; proficiency in English is highly preferred
• Previous experience in a team leader or supervisory role is advantageous
• Strong organizational and problem-solving abilities
• Ability to work under pressure and meet targets