فاين
Customer Service Team Leader
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Job Description
We are looking for an experienced and motivated Customer Service Team Leader to lead and support a team of customer service representatives.
The ideal candidate will be responsible for driving team performance, achieving KPIs, coaching agents, and ensuring exceptional customer service standards.
Key Responsibilities:- Lead, motivate, and manage a team of Customer Service Representatives.- Monitor daily team performance and ensure KPIs and SLAs are achieved.- Conduct regular coaching sessions and performance evaluations.- Provide real-time support to agents in handling customer inquiries and escalations.- Analyze performance reports and identify areas for improvement.- Deliver feedback and implement action plans to improve productivity and quality.- Collaborate with other departments to resolve operational issues.- Ensure adherence to company policies, procedures, and quality standards.
Job Requirements:Bachelor’s degree is preferred.Minimum 2 years of experience as a Team Leader in a Call Center or BPO environment.Strong leadership, coaching, and people management skills.Excellent communication and interpersonal skills.Experience managing KPIs such as AHT, CSAT, SLA, Quality, and Productivity.Strong analytical and problem-solving abilities.Proficiency in Microsoft Office, especially Excel.Ability to work under pressure and manage multiple priorities.English proficiency: B2 level or above.Flexibility to work rotational shifts if required.
Requirements & Qualifications
Job Requirements:Bachelor’s degree is preferred.Minimum 2 years of experience as a Team Leader in a Call Center or BPO environment.Strong leadership, coaching, and people management skills.Excellent communication and interpersonal skills.Experience managing KPIs such as AHT, CSAT, SLA, Quality, and Productivity.Strong analytical and problem-solving abilities.Proficiency in Microsoft Office, especially Excel.Ability to work under pressure and manage multiple priorities.English proficiency: B2 level or above.Flexibility to work rotational shifts if required.
EGjobank Analysis
Quick Role Summary
Opportunity as "Customer Service Team Leader" at Etisalat Egypt (e&) located in القاهرة on a Full-Time basis, suited for Senior Level candidates, within Administrative. Key details from listing: We are looking for an experienced and motivated Customer Service Team Leader to lead and support a team of customer service representatives. The ideal…
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Application Tips
- Tailor your CV headline to match "Customer Service Team Leader" and feature measurable achievements in the top third of your resume.
- Customize your cover note for القاهرة: explain why this location and work arrangement suit your availability and how you add value to the team.
- Highlight relevant practical experience, key responsibilities, and specific business impact.
- Demonstrate team leadership, budget stewardship, and tangible business KPIs — concrete numbers carry maximum weight.
- After applying, monitor your status from your dashboard and stay prepared for an interview invitation.
Readiness Checklist
- Updated CV in standard PDF format with a professional filename
- Skills aligned with the stated role requirements
- Availability for work in القاهرة or remote if specified
- Measurable achievement examples prepared for interview talking points
- Egyptian Job Bank candidate profile ready for application tracking
