Customer Service Team Leader
noon Cairo
Key Responsibilities:
Manage real time service levels and hold the team accountable for meeting and exceeding targets.
Monitor the daily, weekly, and monthly staff performance.
Manage and oversee the daily operations.
Delegate tasks, set deadlines and follow up on the outcomes.
Hold regular one-to-one meetings and performance reviews with the team members.
Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
Manages schedules, time-off planning, and attendance.
Act as a problem solver and point of contact for executives to address day to day operational issues and seller disputes.
Identify and address any staffing issues with or between team members when appropriate.
Conduct continues training need assessment and facilitate coaching to ensure employee motivation and continues upskilling.
Work in coordination with other departments such as commercial, fulfillment, logistics, content and catalog, customer service, warranty to manage service levels.
Create and distribute daily, weekly, monthly performance report.
Qualifications:
2 to 5 years of experience.
Excellent English profile.
Excellent knowledge of Microsoft skills.
Excellent Communication skills.
Ability to understand and analyze huge data.
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