Overview
Customer Experience Team Lead Jobs in New Cairo, Cairo, Egypt at Nexlence
Title: Customer Experience Team Lead
Company: Nexlence
Location: New Cairo, Cairo, Egypt
Key Responsibilities:
- monitor key performance indicators, and ensure 100% delivery of Service Level Agreements (SLAs).
- Oversee team members' performance metrics, including workload distribution, customer satisfaction scores, complaint trends, and quality assurance evaluations. Implement performance improvement plans for underperforming staff.
- Identify service delivery gaps and optimize operational workflows to drive efficiency and effectiveness.
- Conduct regular one-on-one meetings with team members to address concerns, enhance skill sets, support career development, and manage overall team building and performance.
- Handle administrative duties for the team, including shift scheduling, attendance reporting, and facilitating the offboarding process.
- Anticipate and assess operational risks, escalating critical issues to senior management in a timely manner.
- Enforce information security protocols within the team and fully cooperate with the Information Security department on all related matters.
Qualifications:
- Bachelor's degree or above,
- Fluent in English(speaking and reading)
- Min. 2 years of experience in customer service, with at least 2 years in a team management or supervisory role.
- Strong interpersonal and communication skills, with the ability to quickly understand client needs and conduct effective employee coaching sessions.
- High resilience under pressure and a strong sense of responsibility.
- Proficient in Windows operating systems and standard office software (e.g., Microsoft Office Suite).
- Knowledgeable about the BPO (Business Process Outsourcing) industry landscape, with the ability to anticipate client needs and respond proactively to market changes