Job Overview
- Experience Level
- +5 years
- Employment Type
- Full-time
- Workplace Type
- Not specified
- Location
- Cairo
- Job function
- Customer Service
- Application Deadline
- 03 September 2024
About the Role
1) Provide Direct Customer Support through various channels.
2) Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Manage a team of 25+ interpreters.
3) Investigate and resolve customer complaints and queries particularly escalated ones.
4) Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA.
5) Continuously monitor the performance of the team, and craft tailored development plans for each member.
6) Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
7) Create a healthy and comfortable work environment.
8) Conduct coaching sessions and 1:1s in an organized manner.
9) Monitor calls/QA tickets and provide feedback.
10) Support Process Improvement and contribute to process optimization.
11) Support team members by answering questions and providing knowledge or solutions.
12) Monitor adherence and conformance to shifts and schedules.
Job responsibilities:
1) Provide Direct Customer Support through various channels. 2) Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Manage a team of 25+ interpreters. 3) Investigate and resolve customer complaints and queries particularly escalated ones. 4) Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA. 5) Continuously monitor the performance of the team, and craft tailored development plans for each member. 6) Oversee day-to-day performance and workflow, ensuring SLAs and targets are met. 7) Create a healthy and comfortable work environment. 8) Conduct coaching sessions and 1:1s in an organized manner. 9) Monitor calls/QA tickets and provide feedback. 10) Support Process Improvement and contribute to process optimization. 11) Support team members by answering questions and providing knowledge or solutions. 12) Monitor adherence and conformance to shifts and schedules.
Requirements
1) Bachelors degree. 2) Minimum 5 years experience in a call center environment. 3) Minimum 3 years of experience as a leader (managing voice) 4) Preferred to have Interpretation Management Experience. 5) Knowledge of issues and terminology of the interpreter profession. 6) Ability to coordinate and prioritize the work activities of self and others. 7) Knowledge of supervisory practices and principles. 8) High proficiency in English language, vocabulary, and written and verbal communication. 9) Establishing and maintaining effective working relationships. Working Conditions:
- Working Hours: US shift. - Working model: Hybrid (Office and remotely) - Working Days: 5 days (2 days Off)