Call Center Team Lead
Posted on :
23-07-2025
Employer Active
1 Vacancy
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Job Description
Key Responsibilities:
- Oversee daily operations within the contact center ensuring adherence to policies and quality standards.
- Lead inspire and develop a team of agents to deliver exceptional customer service in Spanish.
- Analyze performance metrics to identify areas for improvement and implement proactive solutions.
- Manage customer queries and complaints ensuring swift and satisfactory resolutions.
- Coordinate with other teams to streamline processes and enhance overall service delivery.
- Drive initiatives aimed at improving team morale and increasing job satisfaction among members.
- Stay updated on industry practices and customer service technologies.
- Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.
Job Requirements:
- Bachelors degree in Business Administration Communication or a relevant field.
- Proven experience of 3 years as a Team Leader in a Contact Center environment.
- Fluent or near-native proficiency in Spanish with excellent communication skills.
- Strong leadership and team management skills with the ability to motivate and support team members.
- Proficient in using CRM software and contact center technologies.
- Demonstrated ability to handle multiple tasks prioritize and meet deadlines.
- Exceptional problem-solving and decision-making skills.
- Experience in the Translation & Localization industry is a plus.
Job Conditions:
- Full-Time Position
- Position located in Maadi with options for partial remote work.
Work Conditions:
- Working Hours: US shift.
- Working model: Hybrid (Office and remotely)
- Working Days: 5 days (2 days Off)
- Reporting To: Service Delivery Assistant Manager. (SDAM)
Employment Type
Full Time
Key Skills
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