French Team Leader ( C1 Level )

Company Description

Xceed is a leading multilingual Business Process Outsourcing service provider in the EMEA region with over 1 0.000 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 ir quality, sustainability, and business continuity

Role Descriptior

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, coachina for quality improvement delivering feedback, and fostering a positive anc 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 ta 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