Call Center team leader

Etisalat Egypt - Egypt - Egypt

Job Purpose:

To be responsible for the daily running and management of the Ahlan prepaid & Demagh Tanya segments call center, to achieve high levels of operational efficiency & excellent customer service.

Key Responsibilities:

• Set and Meet performance targets for speed, efficiency and quality.

• Manage the daily running of the call center to ensure the consistency of workflow.

• Monitor random calls to improve quality, minimize errors and track operative performance.

• Plan and develop the recruitment of new hires to enhance the caliber.

• Review the performance of staff, identifying training needs and plan training sessions to ensure continues development.

• Handle the most complex customer complaints or enquiries.

• Develop, implement and review core responsibilities and tasks.

• Analyze performance statistics and take decisions based on them.

• Improve performance by raising efficiency and sourcing new equipment.

• Produce quantitative and qualitative reports on Call Center KPIs and related data with relative recommendations and analysis to improve the call center's Operation.

• Monitor and measure actual delivered customer experience through all touch points.

• High value treatment across touch points: CC and IVR (strategy / implementation).

 

 

 


Qualifications Essential Qualifications:• University Degree in a related field• Excellent Computer skills, Advanced MS excel is required.• Excellent in Arabic & English (Reading, Writing & Oral) Skills & Abilities:• Strong interpersonal skills for effective interaction with employees, management, thirdparties and customers.• Outstanding organizational skills and the ability to direct a complex environment.• Strong interpersonal skills at all levels of the organization.• Analytical skills.• Strong communication skills - includes presentation, business writing, negotiation,motivation and relationship management.• Operational experience.• Customer centricity Essential Experience:Minimum 2 years of Experience.(Area of experience) Call Center
Post date: 7 October 2024
Publisher: Wuzzuf .com
Post date: 7 October 2024
Publisher: Wuzzuf .com