Managers in this role get to: Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets. Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team. Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management. Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers. Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time.
Desired Candidate Profile
- Strong command of ( English:B2, Arabic) both written and spoken.
- 3-5years of experience in customer service industry with at least 1 year in team lead/supervisory role.
- Proven experience managing a team of 15-25 agents.
- Strong Command of KPIs: AHT, CSAT, QA
- Coaching and performance management skills and the ability to coach the team effectively and delivery positive results.
- Willingness to work rotational shifts.
- Location: Cairo
- Work Model: Brick & Mortar