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Call Center Quality Coach

Egypt - Cairo


10 3187
  • Job Role / Function

    Customer Service

  • Years of Experience


  • Career Level

    Entry Level

  • Gender


  • Expiry date

    24 Feb 2022

Job description

    • Responsible for queue management to achieve Account Service Levels
    • Floor-walking to accommodate Agent queries and also for the monitoring of agents availability for calls
    • Effectively managing outbound activity
    • Team Motivation - Developing teamwork and job ownership across the account
    • Supporting team members on account specific issues (procedural & technical)
    • Coaching team members towards PEP(Performance Empowerment Program) targets
    • Monitoring calls and providing feedback
    • Leasing with the Quality Monitor and the Supervisor to identify training needs
    •Escalating cases to Client contact
    • Taking calls & escalated team lead calls
    •Taking client escalated calls
    •Provide feedback on problem status to customers
    • Be proactive and able to collate data and act according to the Client/Customers’ needs
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Job requirements

    At least 6 months call center experience essential
    • Fluency in English/German/Italian/French/Dutch/Spanish
    •Excellent people management skills
    • Excellent communication and customer service skills
    •Excellent call handling skills
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Additional Information

About this company

SYKES is now part of Sitel Group.

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.
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