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Call Center Team Leader

Wasla Outsourcing

Posted on June 29, 2020

1 - 2 years Cairo - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Ensure punctuality, productivity, positive attitude, as well as coherence and harmony among team members;
• Lead team towards achieving a common goal, giving necessary guidance and support;
• Motivate team members to work under pressure and cope with stressful environments;
• Perform skill development activities such as training, and one-on-one coaching meetings;
• Maintain and enhance the company standard of customer satisfaction through empowering team members.
• Ensure that team results are meeting with accounts predefined goals in terms of quality, productivity and KPI s
• Monitor agents performance through running quality check activities on calls and reporting;
• Give feedback on employee performance via formal and informal channels;
• Detect possible performance gaps and address them using suitable techniques.
• Take necessary actions pertaining under-performing employees
• Reward good behavior and achievement with recognition
• Generate monthly reports like conformance and adherence
• Escalates significant problems to call center management and follow up on progress
• Monitor and report floor performance on assignment acting as a floor supervisor
job requirements
More than 1 year
Not Specified

Call Center / BPO / KPO / Outsourcing

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

Bachelor degree
• Call center experience as a team leader for minimum 1 Year, offshore account is a plus
• Clear and effective communication skills
• Leadership and coaching skills
• Problem solving skills
• Tolerance and emotional steadiness
• Achievement Orientation
• Time management skills
• Attention to detail


Call Center Team Leader


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Wasla Outsourcing

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