Key Responsibilities:
- Oversee daily operations within the contact center, ensuring adherence to policies and quality standards.
- Lead, inspire, and develop a team of agents to deliver exceptional customer service in Spanish.
- Analyze performance metrics to identify areas for improvement and implement proactive solutions.
- Manage customer queries and complaints, ensuring swift and satisfactory resolutions.
- Coordinate with other teams to streamline processes and enhance overall service delivery.
- Drive initiatives aimed at improving team morale and increasing job satisfaction among members.
- Stay updated on industry practices and customer service technologies.
- Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.
Job Requirements:
- Bachelor's degree in Business Administration, Communication, or a relevant field.
- Proven experience of 3+ years as a Team Leader in a Contact Center environment.
- Fluent or near-native proficiency in Spanish with excellent communication skills.
- Strong leadership and team management skills, with the ability to motivate and support team members.
- Proficient in using CRM software and contact center technologies.
- Demonstrated ability to handle multiple tasks, prioritize, and meet deadlines.
- Exceptional problem-solving and decision-making skills.
- Experience in the Translation & Localization industry is a plus.
Job Conditions:
- Full-Time Position
- Position located in Maadi, with options for partial remote work.
Work Conditions:
- Working Hours: US shift.
- Working model: Hybrid (Office and remotely)
- Working Days: 5 days (2 days Off)
- Reporting To: Service Delivery Assistant Manager. (SDAM)
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