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Call Center Team Leader

Egypt - Cairo


15 3323
  • Job Role / Function

    Customer Service

  • Years of Experience


  • Career Level

    Mid Career / Senior

  • Gender


  • Expiry date

    24 Feb 2022

Job description

    • To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
    • To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
    • To deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary.
    • To conduct regular 1:1 daily checkpoints and weekly PEPs.
    • Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans.
    • To manage the workloads of the team, motivating them to ensure that all KPI’s are met.
    • To communicate effectively with the team ensuring that all messages and information are being communicated consistently.
    • Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
    • To manage client relationships where applicable.
    • To manage the day-to-day activities in the call center with your peers and OMD team.
    • To ensure that agreed service levels for the support are consistently delivered across all lines of business.
    • To be flexible, independent and innovative.
    • To communicate with Remote sites and Client - on a weekly basis.
    • To monitor and feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business.
    • To provide individual coaching & training to team members where appropriate.
    • Reach targets in respect of quality.
    • Foster a culture of continuous improvement in the account and overall operation.
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Job requirements

    •Fluency in German/English/French/Italian/Spanish/Dutch C1.
    • Candidates should be qualified to University Degree level or equivalent.
    •Knowledge in Microsoft Office – Word/PowerPoint/Excel.
    •Previous Call Centre management experience (an a must).
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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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