Employer Xceed Contact Center
Job Title International Call Center Supervisor
Languages Fluent Command of English Language
Country Egypt
Job Category Call Center, Customer Service, Operations
Job Type Full Time
Description Team Management: 1. Create a work environment that motivates high performance, recognizes and rewards individual and team excellence and encourages employee loyalty and development opportunities for the team 2. Prepare activity schedules for team leads and coach them on appropriate competencies 3. Analyze account and teams performance on a periodic basis, identify gaps and create and implement action plans for improvement 4. Shares in defining KPIs/performance measuring parameters for TLs and agents and share it with team 5. Identify training needs for the team, prepare training plans and conduct/arrange for appropriate training forums for the team 6. Conduct periodic shift briefings for agents and team leaders to maintain existing performance standards or address any changes in process flows or client needs. Coach for improvement 7. Be involved in recruiting and training new team members. 8. Identify successors for team leader, and work on their development Client Management: 1. Constantly look for ways to improve customer satisfaction, operational efficiencies or reduction in costs on the customer metrics and raise the same with the account manager for implementation 2. Manage client & client team communication to meet all client expectations, enhance domain knowledge and address any changes required 3. Do any necessary actions to help business growth (Internal Processes / Quality).
Qualifications Any graduate, BSc preferred • 6+ years experience with a minimum of 3 years experience in the Call Centre industry. • People management experience is a must (for at least 2 performance cycles) • IT Skills: Good knowledge of Windows operating environment, MS - Word, Excel & PowerPoint • Languages: Very Good command of Arabic and English (oral/written), second language is a must in international accounts.
Gender Any
Experience 6 - 9 Years.
Salary (L.E.) Negotiable
Job Contact Info. Please quote (International Call Center Supervisor) in the subject of the email which should be sent to: Ayah.Abbas@xceedcc.com
Company Name Xceed Contact Center
Website www.xceedcc.com
No. of Employees More than 100
Sector Customer Service, Telecommunications
Profile Discover and Xceed… a new and exciting career with Egypt’s # 1 state-of-the-art Contact Center which provides business process outsourcing to commercial and government clients, worldwide. It operates the largest contact center in North Africa, making Xceed the fastest growing company in Egypt with new opportunities for an inspiring career located in the new technology park “The Smart Village” Xceed fosters valuable relationships with its employees through competitive wage compensation and benefit programs such as career planning, award recognition, world class training programs, monthly / annual trips, transportation, team building, football league, on site gym facility and cafeteria. Xceed employees are its most valuable asset. We provide our employees with an opportunity to gain international work experience while providing job security and stability in a friendly work environment. Xceed contact center currently manages global programs for clients covering more than ten countries in nine different languages.
Job Title International Call Center Supervisor
Languages Fluent Command of English Language
Country Egypt
Job Category Call Center, Customer Service, Operations
Job Type Full Time
Description Team Management: 1. Create a work environment that motivates high performance, recognizes and rewards individual and team excellence and encourages employee loyalty and development opportunities for the team 2. Prepare activity schedules for team leads and coach them on appropriate competencies 3. Analyze account and teams performance on a periodic basis, identify gaps and create and implement action plans for improvement 4. Shares in defining KPIs/performance measuring parameters for TLs and agents and share it with team 5. Identify training needs for the team, prepare training plans and conduct/arrange for appropriate training forums for the team 6. Conduct periodic shift briefings for agents and team leaders to maintain existing performance standards or address any changes in process flows or client needs. Coach for improvement 7. Be involved in recruiting and training new team members. 8. Identify successors for team leader, and work on their development Client Management: 1. Constantly look for ways to improve customer satisfaction, operational efficiencies or reduction in costs on the customer metrics and raise the same with the account manager for implementation 2. Manage client & client team communication to meet all client expectations, enhance domain knowledge and address any changes required 3. Do any necessary actions to help business growth (Internal Processes / Quality).
Qualifications Any graduate, BSc preferred • 6+ years experience with a minimum of 3 years experience in the Call Centre industry. • People management experience is a must (for at least 2 performance cycles) • IT Skills: Good knowledge of Windows operating environment, MS - Word, Excel & PowerPoint • Languages: Very Good command of Arabic and English (oral/written), second language is a must in international accounts.
Gender Any
Experience 6 - 9 Years.
Salary (L.E.) Negotiable
Job Contact Info. Please quote (International Call Center Supervisor) in the subject of the email which should be sent to: Ayah.Abbas@xceedcc.com
Company Name Xceed Contact Center
Website www.xceedcc.com
No. of Employees More than 100
Sector Customer Service, Telecommunications
Profile Discover and Xceed… a new and exciting career with Egypt’s # 1 state-of-the-art Contact Center which provides business process outsourcing to commercial and government clients, worldwide. It operates the largest contact center in North Africa, making Xceed the fastest growing company in Egypt with new opportunities for an inspiring career located in the new technology park “The Smart Village” Xceed fosters valuable relationships with its employees through competitive wage compensation and benefit programs such as career planning, award recognition, world class training programs, monthly / annual trips, transportation, team building, football league, on site gym facility and cafeteria. Xceed employees are its most valuable asset. We provide our employees with an opportunity to gain international work experience while providing job security and stability in a friendly work environment. Xceed contact center currently manages global programs for clients covering more than ten countries in nine different languages.
