Customer Care Team Leader (BPO)
RayaCXVerified company
On-site — Cairo, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Cairo, Egypt
About the role
Customer Care Team Leader at RayaCX in Cairo, responsible for leading and managing a team of customer care representatives to meet performance targets and improve service quality. The role is on-site in Cairo and requires at least three years of customer service or call center experience plus supervisory experience.
What you'll do
- Lead and manage a team of customer care representatives
- Monitor performance and provide coaching
- Handle escalated customer inquiries and complaints
- Train and onboard new team members
- Develop strategies to improve customer satisfaction and retention
- Collaborate with other departments on customer issues
- Conduct regular team meetings
- Prepare and analyze performance reports
What you'll need
- Bachelor's degree in Business Administration, Communication, or related field
- Minimum 3 years in customer service or call center environment
- Leadership or supervisory experience
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to work under pressure and multitask
- Proficient in MS Office and call center software
- Knowledge of customer service principles and practices
Skills
Benefits
About RayaCX
RAYA Customer Experience (RayaCX) provides BPO and customer experience services for Fortune 1000 companies across North America, Europe, the Middle East and Africa. Since 2001 it has run contact centers in Egypt, including Cairo, 6th of October City, Alexandria, Assiut and Hurghada, with English, Arabic and multilingual teams. These roles are on-site.
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