Responsibilities Lead, coach, and motivate a team of Arabic Customer Service Agents to achieve performance targets and deliver exceptional customer experiences. Track and analyze KPIs such as Customer Satisfaction (CSAT), Service Level, Average Handling Time (AHT), Quality Scores, and First Contact Resolution (FCR). Conduct regular performance reviews, one-on-one meetings, and coaching sessions to drive continuous improvement. Identify training and development needs and support team members in enhancing their skills and performance. Collaborate with Quality Assurance and Training teams to improve service quality and operational efficiency. Prepare and present performance reports, highlighting achievements, challenges, and action plans.
Qualifications Bachelor's degree in any relevant discipline.2-3 years of experience as a TL within a Banking or Financial Services Contact Center is a MUST. Strong knowledge of Cisco Contact Center solutions is a plus. Flexible working on site in Nasr City. Proven experience in KPI management, reporting, and performance analysis. Solid understanding of Contact Center Operations and COPC standards. Excellent coaching, leadership, and people management skills. Strong communication skills in Arabic and English B1 - B2.
✨ We provide medical and social insurance + attractive package!!
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