• Supervise and lead a team of French-speaking customer service agents within the BPO environment.
• Monitor daily operations to ensure adherence to quality standards, KPIs, and client requirements.
• Provide ongoing coaching, feedback, and performance evaluations to team members.
• Handle escalated customer issues and resolve complex inquiries efficiently.
• Coordinate with other departments to ensure seamless workflow and communication.
• Analyze team performance metrics and implement strategies for continuous improvement.
• Conduct regular team meetings to communicate updates, changes, and best practices.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Support recruitment, onboarding, and training of new team members as needed.
• Foster a positive, inclusive, and motivating work environment that aligns with IntouchCX values.

IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability.  IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us.  By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship.  All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.