Bayt.com Jobs: Call Center Team Leader - Experts

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Call Center Team Leader - Experts Jun 4th 2013, 21:12  * Perform the on job training and on queue assistance of the agents.  * Developing daily on queue tests and analyzing results to decide upon the refreshment sessions needed.  * Observing and logging 8 calls /agent monthly as well as performing the coaching process accordingly (positive as well as negative coaching) and report the suggested corrective action to the Call Center Manager. 50% of the observed calls should be performed side by side  * Reporting daily/ monthly agent's performance reports to the Call Center Manager, highlighting the agent's performance variation, and coaching the agents accordingly and take the corrective action……  * Provide the real time monitoring of the Agents using the workforce application required (handling time, not ready, break time, etc…….) take immediate action to improve SLA, abundance and agent's utilization.  * Meeting the new agent in 1st one to one meeting and brief them on the KPIs.  * Meeting the agents on One to One monthly meeting to brief the agents on his performance and decide upon the action plan.  * Maintaining Agents Skill Set Inventory database updated. Job Details Date Posted: 2013-06-04 Job Location: Cairo, Egypt Job Role: Customer Service Company Industry: Customer Service Joining Date: 2013-06-15 Preferred Candidate Career Level: Entry Level Degree: Baccalauréat / Diplôme supérieur Apply Now - Jobs in Egypt - Search All Jobs

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