The Role
Supervise call center agents, conduct performance reviews, handle escalated customer complaints, monitor call quality and compliance, improve operational processes, prepare performance reports, and foster a collaborative team environment. The role is office-based in Sheikh Zayed with rotational shifts and performance evaluation based on sales targets, call quality, and attendance.
Summary Generated by Built In
- Supervise call center agents and provide them with support to ensure high performance.
- Conduct performance reviews and provide constructive feedback.
- Handle escalated customer issues and complaints effectively.
- Monitor calls to ensure quality and compliance with standards.
- Develop and implement processes to improve efficiency.
- Prepare and deliver regular performance reports.
- Foster a positive and collaborative work environment.
- Perform other related duties as assigned.
Requirements
- Bachelor’s degree in any related field.
- Minimum of 4 years of experience in a call center environment, including at least 2yearsr in a Team lead role.
- Strong leadership, communication, and interpersonal skills.
- Proficiency in call center software and Customer Relationship Management (CRM) systems.
- Positive mindset, adaptability, and a results-oriented approach.
Working Conditions - Total working hours: 9 hours per day — 8 working hours + 1-hour break.
- Shift times may vary based on business needs (rotational shifts).
- Two days off per week (rotational schedule).
- Work mode: Office-based
- Location: Sheikh Zayed
- Performance evaluation: based on sales targets, call quality, and attendance.
Benefits
- Competitive base salary + attractive commission structure.
- Professional development and career advancement opportunities.
- Supportive, energetic, and multicultural team environment.
- Social and medical insurance coverage.
- Learning & Development programs (L&D)
Skills Required
- Bachelor's degree in a related field
- At least 4 years of experience in a call center environment
- At least 2 years of experience in a team lead role
- Strong leadership, communication, and interpersonal skills
- Proficiency in call center software and CRM systems
- Positive mindset, adaptability, and results-oriented approach
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The Company
What We Do
Nasoft.eg is an Egyptian HR services firm that specializes in recruitment, outsourcing, and human resources management. Their mission is to help companies achieve recruitment goals efficiently by connecting businesses with top talent through specialized hiring services and modern technology. They focus on technical, functional, and administrative roles to help organizations build scalable teams and enhance their competitiveness in the market.
