Sales Team leader

؜ - ؜Cairo ؜ -

Job details

Location : Egypt, Cairo
Job category : Operations
Language : French
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 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.

  • French: B2/C1

Job Summary

  • Advertiser: Transcom WorldWide
  • Announcement date: 15/09/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Cairo
  • Salary: -
  • Phone number: -

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