Location : Sheikh Zayed, Egypt Job Type : On-Site (Office Based-Full Time)
JOB SUMMARYAs a Team Leader, you will take the lead of a team of Customer Support Representatives who would be responsible for managing phone calls, emails and live chat related to customer's questions regarding our client's policies. You will be responsible for employees’ satisfaction and development, enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and technical ability.
KEY JOB RESPONSIBILITIESManage team of Customer Support Representatives Provide coaching to team members to support their professional and personal Support the Operation Manager in identifying areas of improvement. Provides accurate and timely communication to all applicable parties on any customer support issue Attends regular operational and business review meetings Monitors specific KPIs to ensure the proper delivery of the business Participates in reviewing processes and workflow to diagnose areas for improvement Builds and sends updated reports to the management team (site manager, global operations manager, office manager, etc.) as required Proactively proposes improvement plans where gaps are noticed Participate in the recruitment process for new hires in the program Ensure legal compliance and safety of content uploaded to the short video platforms Fulfill base productivity and quality requirements We care for our employees’ safety and well-being and ensure that they have the support and resources needed to execute the responsibilities of their roles.
KEY JOB REQUIREMENTSFluency in English (B2/C1) Proven working experience as Team Leader in BPO environment, preferably in Travel Industry (minimum of 2 years) Excellent organization and leadership skills Strong knowledge of MS Office (Word, Excel) Eager to learn, self-motivated and goal oriented Logical problem-solving skills and ability to multi-task Proven oral and written communication skills Possess a high level of Professionalism
But that’s just the start–here are a few more reasons to consider Alorica. Career development opportunities Extensive training programs Access top notch technologies and best practices Excellent working environment Company events