Inspire and lead team leaders by example (role model) toward achieving self, teams, and organization's main goals; efficiency, effectiveness, and revenues through applying vigorous coaching practice and continuous improvement through process optimization. Ability to set and meet targets, Ability to deliver work with a high degree of accuracy and be attentive to details, and Ability to work with the team and motivate the team.

What’s On Your Plate?

• Support Team Leaders in day-to-day operations to secure complete orders and achieve team members' operations targets.
• Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries, transactions, and complaints resolution.
• Conduct daily, weekly, and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plan with rigorous follow-up.
• Review and analyze team leaders’ performance trends consistently and frequently.
• Communicate performance results and goals to Team Leaders.
• Provide feedback and training recommendations.
• Manage turnover to ensure enough agents are available to meet staffing
• Manage, review, and analyze service-level performance.
• Review productivity reports and take corrective action for any team deviation.
• Support day-to-day work processes in the contact center.
• Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform.
• Leading special projects within the call center to enhance and improve operations dynamics.
• Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks.
• Attend daily, weekly, and monthly business review meetings
• Attend monthly business review meetings with shared services to align business goals.
• Review and analyze team performance reports and take corrective action.

What Did We Order?

• 3-5 years of full-time professional experience in the call center is a must.
• 3 years of experience as a supervisor/ team leader is a must.
• Lean six sigma yellow belt certification is required.
• The capability of using Microsoft Office products.
• advanced English (written and spoken)
• project management knowledge.
• Time Management Skills.
• Analytical and Problem-Solving Skills.
• Communication Skills (Written and Verbal).
• Strong leadership skills
• Customer Service Skills, Organizing Skills.
• A Bachelor's degree is a must.
• flexibility with rotational shifts.