Call Center Team Leader

Almosafer - Egypt - Giza
  • Provides regular supervision and mentorship over subordinate staff ( 10 – 15 agents )
  • Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
  • Facilitates daily agent coaching and development sessions in both written and verbal format.
  • Participates in operational related activities to include calibration sessions and project planning
  • Identify and address agent training needs.
  • Manage program specific performance standards (i.e., AHT, Quality Scores, CSAT, VSF, etc.)
  • Manage staffing in accordance with program specific workflow (i.e., down-staffing, up-staffing)
  • Completion of weekly Team Manager Scorecard for review with Operations Manager.

2 years of experience as a Team Lead.Aviation Background with GDS knowledge either Amadeus – Sabre – GalileoConsiderable experience managing 10-15 employees in a supervisory role.Excellent oral and written communication skills.Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.Time management skills and computer proficiency ( Microsoft office; excel, Ppt, etc.. )Objectivity, professionalism, and maturity.Flexibility and demonstrated ability to adapt well in a changing environment.
Post date: Today
Publisher: Wuzzuf .com
Post date: Today
Publisher: Wuzzuf .com