Call Center Team Leader (BPO)

Future Group Translation Services

Key Responsibilities:

• Oversee daily operations within the contact center, ensuring adherence to policies and quality standards.
  
• Lead, inspire, and develop a team of agents to deliver exceptional customer service in Spanish.
  
• Analyze performance metrics to identify areas for improvement and implement proactive solutions.
  
• Manage customer queries and complaints, ensuring swift and satisfactory resolutions.
  
• Coordinate with other teams to streamline processes and enhance overall service delivery.
  
• Drive initiatives aimed at improving team morale and increasing job satisfaction among members.
  
• Stay updated on industry practices and customer service technologies.
  
• Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.

Job Requirements:

• Bachelor's degree in Business Administration, Communication, or a relevant field.
  
• Proven experience of 3+ years as a Team Leader in a Contact Center environment.
  
• Fluent or near-native proficiency in Spanish with excellent communication skills.
  
• Strong leadership and team management skills, with the ability to motivate and support team members.
  
• Proficient in using CRM software and contact center technologies.
  
• Demonstrated ability to handle multiple tasks, prioritize, and meet deadlines.
  
• Exceptional problem-solving and decision-making skills.
  
• Experience in the Translation & Localization industry is a plus.
  

Job Conditions:

• Full-Time Position
• Position located in Maadi

Work Conditions:

• Working Hours: US shift.
• Working model: On-site
• Working Days: 5 days (2 days off)
• Reporting To: Service Delivery Assistant Manager. (SDAM)