French Call Center Team Leader – (C1 French Speaker)

 Published Date: August 27, 2021
Job Title:French Call Center Team Leader – (C1 French Speaker)
Education:Bachelor’s Degree
Location:Egypt, Giza
Category:Customer Service/Support, Operations/Management
Description:
  •  Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  •  Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as first line of escalation 
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors / operations / Monitoring)  
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
  • Logs and acts on client’s requests 
  • Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Performs other related duties 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
  • Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.  
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail. 
Qualifications:
  • Excellent Communication Skills =
  • Familiar with the Smart TV Technology
  • French Language Fluent
  • Excellent Leadership Skills
Contact:
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Posted in Customer Service/Support Operations/Management