Company Description

RAYA Customer Experience (RAYA CX) is a leading provider of next-generation BPO and customer experience management services. Since 2001, RAYA CX has been the preferred partner for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. With a focus on delivering exceptional customer service, technical support, and global services, RAYA CX offers integrated business process outsourcing solutions supported by advanced technology, continuous improvement, and innovation.

Role Description

This is a full-time on-site role for a Telecommunication Team Leader at RAYA CX in Cairo, Egypt. The Telecommunication Team Leader will be responsible for leading a team and providing technical support to customers. The role involves managing and training team members, handling telecommunications-related tasks, and ensuring excellent customer service and support.

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors
• Handles Account Advisors needed for on-job training and coaching
• Monitors transactions to ensure that QA standards are met
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
• Manages difficult calls by acting as first line of escalation
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
• Adheres to all schedules (Advisors / operations / Monitoring)
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
• Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented
• Ensures that Team members adhere to RCC policies
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Qualifications

• Team Leadership and Team Management skills
• Technical Support and Telecommunications knowledge
• Good communication and interpersonal skills
• Ability to work in a fast-paced environment
• Knowledge of customer experience management principles
• Experience in the BPO industry is a plus
• Bachelor's degree in a relevant field

Industry

• Outsourcing and Offshoring Consulting

Employment Type

Full-time