CAREERS

Caring is not a job. Routine is not a career. Bring a passion towards others home, be among family.

Vacancies

The Role of the team leader is to lead, motivate & coach your team to deliver world class customer care to our members, monitoring performance and maintaining a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s.

Egypt
Helpline Services Department
Key Responsibilities:
  • Leading and motivating a team of Helpline Advisors
  • Promote high Customer Service and Quality ethos on the team and in the company as appropriate
  • Training and development of staff
  • Deliver service level agreements and the individual team targets to enable maximum performance
  • People Management, including all HR related issues, as well as performance appraisals and staff development
  • Work monitoring, coaching and feedback
  • Conducting regular one to ones and team meetings
  • Ensuring ownership is taken of all queries received in department area
  • Contributing to recruitment and selection process of the front line
  • Compiling weekly reports on team`s performance and customer feedback
  • Communicate and act as a focal point of dissemination of information from management to team and vice versa
  • Work very closely with team members to solve customer problems
  • Promote high Customer Service and Quality ethos on the team and in the company as appropriate
  • Promote the company values and the `I make a difference` initiative
  • Monitoring emails and calls to ensure quality responses are given and any training issues are addressed
  • Deal with escalations in a prompt and efficient manner
  • Work within shift patterns - including weekend work
Key Requirements:
  • Previous experience working in a contact centre is essential
  • Experience working in a pressurized and goal driven environment
  • Track record of meeting targets and delivering customer satisfaction
  • Excellent people management skills
  • Flexible to work within our rotating shift patterns
  • Valid EU work permit with the ability to work full time year round
  • Fluency in English
  • Second European language essential
  • Time Management
  • Strong communication (verbal & written)
  • Team Player
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