- Lead, motivate, and manage a team of customer service representatives in an English BPO environment to achieve performance targets and deliver exceptional customer experiences.
- Monitor daily operations and ensure adherence to company policies, quality standards, and client requirements.
- Conduct regular team meetings, coaching sessions, and performance reviews to foster continuous improvement and professional development.
- Analyze team performance metrics and prepare reports for management, identifying trends and implementing action plans for improvement.
- Handle escalated customer issues and provide guidance to team members on complex queries.
- Collaborate with other departments to streamline processes and enhance service delivery.
- Ensure timely and accurate communication of updates, changes, and best practices to the team.
- Support recruitment, onboarding, and training of new team members.
- Promote a positive and inclusive team culture aligned with company values.
- Drive initiatives to improve customer satisfaction, retention, and overall team engagement.
- 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.
1-2 years of experience in a BPO or customer service environment, with exposure to team leadership or supervisory responsibilities.Proven ability to lead, coach, and motivate a diverse team in a fast-paced setting.Strong command of the English language, both written and verbal.Excellent problem-solving and conflict resolution skills.Demonstrated ability to analyze data and implement performance improvement strategies.Familiarity with omnichannel customer support platforms and CRM systems.Strong organizational and time management skills.Ability to work full-time in an on-site office environment.Flexibility to adapt to changing priorities and business needs.Commitment to delivering high-quality customer service and achieving team goals.