Transcom Worldwide is one of the leading global customer experience companies,
supplying local and global clients in multiple markets. With our global
footprint and forward-leaning customer experience solutions, we serve our
clients via different channels like voice, chat, social media, etc.
An exciting opportunity with this dynamic and fast-growing business awaits the
right candidate in the role of Team Leader.
Join our Transcom Family as a Team Leader.
Job Description:
Promote open communication, cooperation/teamwork.
Create a friendly work environment and promote the initiative with open
atmosphere.
Be aware of calls that exceed the "long call" threshold and take action to
resolve those calls.
Monitor CMS real-time data to ensure agents are adhering to their schedule,
minimizing ACW, etc.
Monitor staffing levels. Each day, review open cases and news in Transcom
and or Clients system for each
agent\team assigned to you and ensure agents resolve any open cases
appropriately.
Assist BM/TL SR with the maintenance of performance records.
Daily follow up on WFM, GR, regular track in payroll system and other
applications, databases and
documentation corresponding to his/her area of responsibility.
Motivate, coach and develop CSRs on an individual basis.
Set a performance target for each CSR and perform regular quality monitoring
reviews with them.
Determine individual tasks for CSR and "skill levels".
Monitor the performance of tasks and operational objectives established for
CSRs and the entire team.
What's in it for YOU!
*
Best salary in the market
* Transportation provided
* Medical and social insurance
* Location is in Smart village
What we are looking for:
Professional qualifications/Specific knowledge:
*
Minimum studies: University diploma or Bachelor Degree.
* Minimum 1 year work experience in the same role.
* Minimum 2 years in BPO.
* Preferrably previous experience in US account.
Information technology:
*
Office package: Spreadsheets. Excel. High Level; Word processor. Word.
Intermediate-High Level; Presentations. Power Point. Intermediate-High Level;
Communication. Email: High Level.
Languages
*
English: B2/C1
What Life at Transcom is like!
Join the positive vibes, Join Transcom family!
Country
Egypt
Location
Cairo
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