Offshore Team Leader

Updated: May 11, 2024 07:37 AM GMT

bayantech egypt

Giza, El Omraniya

Overseeing, coaching, and guiding a team of offshore call center agents, ensuring their adherence to dispatching protocols. Establishing performance goals and objectives for both the team and individual agents, focusing on efficient task dispatching. Monitoring and analyzing team performance metrics, identifying areas for improvement in dispatching processes. Providing regular feedback and coaching to team members to enhance their dispatching skills and performance. Developing comprehensive training programs and materials to enhance the team's knowledge of dispatching procedures. Ensuring the team meets or exceeds service level agreements and key performance indicators related to dispatching. Maintaining open communication channels with team members and other departments to address issues and streamline dispatching processes. Handling escalated customer complaints and resolving issues promptly, with a strong focus on efficient task dispatching. Conducting regular team meetings to... More Detail

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