Customer Service Team Manager | English

Location: Sheikh Zayed, EgyptJob Type : On-Site (Office Based-Full Time)JOB SUMMARYAs a Team Leader, you will take the lead of a team of Customer Support Representatives who would be responsible for managing phone calls, emails and live chat related to customer's questions regarding our client's policies.

You will be responsible for employees’ satisfaction and development, enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and technical ability.KEY JOB RESPONSIBILITIESManage team of Customer Support RepresentativesProvide coaching to team members to support their professional and personalSupport the Operation Manager in identifying areas of improvement.Provides accurate and timely communication to all applicable parties on any customer support issueAttends regular operational and business review meetingsMonitors specific KPIs to ensure the proper delivery of the businessParticipates in reviewing processes and workflow to diagnose areas for improvementBuilds and sends updated reports to the management team (site manager, global operations manager, office manager, etc.) as requiredProactively proposes improvement plans where gaps are noticedParticipate in the recruitment process for new hires in the programEnsure legal compliance and safety of content uploaded to the short video platformsFulfill base productivity and quality requirementsWe care for our employees’ safety and well-being and ensure that they have the support and resources needed to execute the responsibilities of their roles.KEY JOB REQUIREMENTSFluency in English (B2/C1)Proven working experience as Team Leader in BPO environment,Excellent organization and leadership skillsStrong knowledge of MS Office (Word, Excel)Eager to learn, self-motivated and goal orientedLogical problem-solving skills and ability to multi-taskProven oral and written communication skillsPossess a high level of ProfessionalismBut that’s just the start–here are a few more reasons to consider Alorica.Career development opportunitiesExtensive training programsAccess top notch technologies and best practicesExcellent working environmentCompany events