Call Center Team Lead

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.

• Working Hours: US shift.
• Working model: Hybrid (Office and remotely)
• Working Days: 5 days (2 days Off)
• Reporting To: Service Delivery Assistant Manager. (SDAM)