Operational Team Leader- French Speaker (Alexandria)

About the Job

• Follow up day-to-day on the team to make sure that they follow the right process and procedures.
• Make sure that Customer complaints or requests got solved from the first time to achieve FCR.
• Track the team performance and set a proper action plan when needed.
• Monitor Agents’ performance and Transactions then deliver the feedback also effective coaching on time and on a regular basis to each team member.
• Motivate team members, listen to team members’ feedback and resolve any issues or conflicts.
• Generate clients’ reports and send them on time.
• Report team performance to the Supervisor on a regular basis (weekly/monthly).
• Prepare the salary sheet for the team.
• Communicate and Make sure that the team got acknowledged by any updates on KB whether it is major or minor.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Manage real-time.
• Perform the second interview for Agents.