Taking applicationsVoice Support·Posted 8d ago
Team Lead (Supervisor)
IntouchCXVerified company
On-site — Cairo, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Cairo, Egypt
EnglishMid level
About the role
Supervises customer service representatives at an IntouchCX contact center in Cairo, covering coaching, KPIs, reporting, escalated issues, and partner meetings. It is an on-site full-time supervisory role requiring contact-center experience and availability for varied shifts including evenings and holidays.
What you'll do
- Supervise customer service representatives
- Coach and develop CSRs
- Meet KPIs and SLAs
- Analyze reports and production data
- Develop performance-improvement solutions
- Coordinate staffing schedule changes
- Resolve issues with HR, IT and other departments
- Lead partner meetings with operational insight
What you'll need
- Post-secondary education or business degree
- 1–2 years contact center/customer service experience
- 1+ year Team Lead/Supervisory experience
- Escalated issue handling
- 30 WPM typing accuracy
- Google Suite knowledge is an asset
- Spreadsheet reporting ability
- Availability for varied shifts including evenings and holidays
Skills
Team supervisionContact center operationsKPI and SLA managementData analysis and reportingCoaching and employee engagementGoogle SuiteSpreadsheet reportingTime management
About IntouchCX
IntouchCX is a customer experience outsourcing company serving global brands. Its Cairo campus is hiring operations leaders, team leads, QA and workforce scheduling staff.
BPO / Customer Experience5001-10000 employeesHQ: Winnipeg, Manitoba, Canada
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