Team Leader

Location: Egypt, Cairo

Job category: Operations


Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc.

An exciting opportunity with this dynamic and fast-growing business awaits the right candidate in the role of Team Leader.

Join our Transcom Family as a Team Leader.

Job Description:

  • Promote open communication, cooperation/teamwork.
  • Create a friendly work environment and promote the initiative with open atmosphere.
  • Be aware of calls that exceed the "long call" threshold and take action to resolve those calls.
  • Monitor CMS real-time data to ensure agents are adhering to their schedule, minimizing ACW, etc.
  • Monitor staffing levels. Each day, review open cases and news in Transcom and or Clients system for each
    agent\team assigned to you and ensure agents resolve any open cases appropriately.
  • Assist BM/TL SR with the maintenance of performance records.
  • Daily follow up on WFM, GR, regular track in payroll system and other applications, databases and
    documentation corresponding to his/her area of responsibility.
  • Motivate, coach and develop CSRs on an individual basis.
  • Set a performance target for each CSR and perform regular quality monitoring reviews with them.
  • Determine individual tasks for CSR and "skill levels".
  • Monitor the performance of tasks and operational objectives established for CSRs and the entire team.

What we are looking for:

Professional qualifications/Specific knowledge:

  • Minimum studies: University diploma or Bachelor Degree.
  • Minimum 1 year work experience in the same role.
  • Minimum 2 years in BPO.
  • English: B2/C1

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