Main Tasks:

• Improve customer experiences and customer satisfaction by providing agents with the tools and skills required for effective handling of orders, transactions and complaint resolution.
• Conduct daily, weekly and monthly coaching sessions for agents to address system issues, improve attitudes and optimize the use of applications. Develop action plans for continuous improvement with rigorous follow-up.
• Review and analyze performance trends of team members on a consistent basis.
• Communicate performance results and goals to the team, providing constructive feedback and training recommendations.
• Implement corrective action procedures as needed to address performance issues.
• Manage and ensure adherence to schedules, including coordinating breaks, lunches, and training sessions to align with expected task volumes.
• Monitor real-time availability of agents to meet service-level objectives and address any deviations promptly.
• Oversee attendance, taking corrective action when necessary to maintain team productivity.
• Support day-to-day work processes within the contact center and handle escalated customer issues effectively.
• Troubleshoot system-related issues and coordinate with the operations support team to ensure a smooth and dynamic operational platform.
• Participate in or lead special projects aimed at enhancing and improving customer care operations.
• Conduct periodic team meetings to discuss performance, address concerns, and align on objectives.
• Ability to multitask, prioritize and delegate tasks effectively to ensure timely and efficient customer service delivery.

Requirements:

• BSc/BA in business administration or relevant field.
• Minimum of 6 years’ experience in customer care or call center, with at least 3 years in Team Leader role.
• Deep understanding of the furniture industry is a plus.
• Exceptional problem-solving and decision-making skills.
• Expertise in Microsoft Excel and Word, with advanced data analysis capabilities.
• Strong leadership abilities and excellent communication skills.
• Ability to meet deadlines and work under pressure
• Generate new orders and revenues.

Work Location: Maadi.
Interested candidate please send your resume to menna.mahmoud@chichomz.com with subject Customer care Team Leader.
Job Type: Full-time
Application Question(s):

• What is your current and expected salary?

Experience:

• Team Leader: 7 years (Preferred)