Internal Team Leader (HEX)

Job Title: Customer Service Team Leader Location: Cairo About Us: Quantanite is a leading BPO provider known for delivering exceptional customer service and support solutions. We are dedicated to creating a dynamic work environment that values teamwork, innovation, and professional growth. Position Overview: We are seeking an experienced and motivated Customer Service Team Leader to oversee our customer service team. The ideal candidate will have a strong background in customer service, proven leadership abilities, and a passion for driving team performance and enhancing customer satisfaction. The Customer Service Team Leader will be responsible for managing daily operations, leading and mentoring team members, and ensuring high-quality service delivery. Key Responsibilities: Team Leadership: Supervise, coach, and motivate a team of Customer Service Associates. Conduct regular performance reviews, provide feedback, and support professional development to ensure team members meet performance goals. Operational Oversight: Monitor daily team activities to ensure adherence to service level agreements (SLAs) and quality standards. Address and resolve escalated customer issues and complaints promptly and effectively. Performance Monitoring: Track and analyze key performance indicators (KPIs) and metrics to evaluate team performance. Prepare and present reports on team performance, customer satisfaction, and service quality. Training and Development: Develop and deliver training programs to enhance team members' skills and knowledge. Identify training needs and implement development plans to address skills gaps and improve performance. Customer Interaction: Handle complex or high-priority customer interactions that require advanced problem-solving skills and a high level of professionalism. Ensure exceptional service delivery and customer satisfaction. Process Improvement: Identify areas for improvement in customer service processes and implement changes to enhance service quality and operational efficiency. Foster a culture of continuous improvement within the team. Collaboration: Work closely with other departments, such as Quality Assurance, Human Resources, and IT, to address operational issues, streamline processes, and implement best practices. Compliance: Ensure the team adheres to company policies, procedures, and regulatory requirements. Conduct regular audits and ensure compliance in all customer service activities. Qualifications: Education: Bachelor s degree in Business Administration, Management, or a related field preferred; equivalent work experience will be considered. Experience: Minimum of [3-5] years of experience in a customer service role, with at least [1-2] years in a supervisory or team leader position. Skills: Strong leadership and team management skills; excellent verbal and written communication abilities; proficiency in customer service software and CRM systems; advanced problem-solving skills. Attributes: Ability to manage multiple tasks and prioritize effectively; strong interpersonal skills; proactive and results-oriented; ability to work under pressure and handle challenging situations. Certifications: Relevant certifications (e.g., Customer Service Management, Six Sigma) are a plus. What We Offer:

Desired Candidate Profile

Education: Bachelor s degree in Business Administration, Management, or a related field preferred; equivalent work experience will be considered.

Experience: Minimum of [3-5] years of experience in a customer service role, with at least [1-2] years in a supervisory or team leader position.

Skills: Strong leadership and team management skills; excellent verbal and written communication abilities; proficiency in customer service software and CRM systems; advanced problem-solving skills.

Attributes: Ability to manage multiple tasks and prioritize effectively; strong interpersonal skills; proactive and results-oriented; ability to work under pressure and handle challenging situations.

Certifications: Relevant certifications (e.g., Customer Service Management, Six Sigma) are a plus.