Job Title: Customer Service Team Leader
Location: Cairo
About Us:
Quantanite is a leading BPO provider known for delivering exceptional customer service and support solutions. We are dedicated to creating a dynamic work environment that values teamwork, innovation, and professional growth.
Position Overview:
We are seeking an experienced and motivated Customer Service Team Leader to oversee our customer service team. The ideal candidate will have a strong background in customer service, proven leadership abilities, and a passion for driving team performance and enhancing customer satisfaction. The Customer Service Team Leader will be responsible for managing daily operations, leading and mentoring team members, and ensuring high-quality service delivery.
Key Responsibilities:
● Team Leadership: Supervise, coach, and motivate a team of Customer Service Associates. Conduct regular performance reviews, provide feedback, and support professional development to ensure team members meet performance goals.
● Operational Oversight: Monitor daily team activities to ensure adherence to service level agreements (SLAs) and quality standards. Address and resolve escalated customer issues and complaints promptly and effectively.
● Performance Monitoring: Track and analyze key performance indicators (KPIs) and metrics to evaluate team performance. Prepare and present reports on team performance, customer satisfaction, and service quality.
● Training and Development: Develop and deliver training programs to enhance team members' skills and knowledge. Identify training needs and implement development plans to address skills gaps and improve performance.
● Customer Interaction: Handle complex or high-priority customer interactions that require advanced problem-solving skills and a high level of professionalism. Ensure exceptional service delivery and customer satisfaction.
● Process Improvement: Identify areas for improvement in customer service processes and implement changes to enhance service quality and operational efficiency. Foster a culture of continuous improvement within the team.
● Collaboration: Work closely with other departments, such as Quality Assurance, Human Resources, and IT, to address operational issues, streamline processes, and implement best practices.
● Compliance: Ensure the team adheres to company policies, procedures, and regulatory requirements. Conduct regular audits and ensure compliance in all customer service activities.
Qualifications:
● Education: Bachelor’s degree in Business Administration, Management, or a related field preferred; equivalent work experience will be considered.
● Experience: Minimum of [3-5] years of experience in a customer service role, with at least [1-2] years in a supervisory or team leader position.
● Skills: Strong leadership and team management skills; excellent verbal and written communication abilities; proficiency in customer service software and CRM systems; advanced problem-solving skills.
● Attributes: Ability to manage multiple tasks and prioritize effectively; strong interpersonal skills; proactive and results-oriented; ability to work under pressure and handle challenging situations.
● Certifications: Relevant certifications (e.g., Customer Service Management, Six Sigma) are a plus.
What We Offer:
● Benefits: Medical Aid allowance, provident fund (self-funded), group life, funeral cover
● Training: Comprehensive training programs to enhance leadership and customer service skills.
● Career Growth: Opportunities for career advancement and professional development within the company.
● Work Environment: A supportive and collaborative work culture focused on innovation and continuous improvement.
How to Apply:
Interested candidates are encouraged to submit their resume to our internal hiring platform at careers.quantanite.com
Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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What We Do
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