Job : Call Center Team Leader at MWG Advertising Agency
MWG Advertising Agency
تفاصيل الوظيفة
Profile :- The company was founded by the owner and Marketing Director, Youssef Refaat, in 2011to be a medical insurance following his freelance broker role. It then rapidly developed to include the medical discount card, also in 2011.The following upgrade came in 2014, when we decided to utilize Facebook for advertising instead of traditionally exhibiting them in our medical network guidebook, hence increasing flow to our network. We then became the first company in Egypt as well as the Middle East to take medical advertising to the next level: Social Media. Simple posts and ads created ‘locally’ on our own Mateway page developed to an individual page and Youtube channel per each medical provider. Today, we are transforming into an international company, with additional branches in Dubai and Paris since 2017. It is also our pride to be a marketing edifice for all who enter the company; most employees who move on become nosiness owners and powerful freelancers, or profess in major multinational companies before coming back to participate in taking MWG to the next level.
- Responsibilities :-
- The working hours are 9 working hours per shift and 5 working days per week
- Meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics.
- Monitor and evaluate monthly agent performance, review productivity and attendance reports, and coach staff members to improve performance.
- Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year-end performance review. Assist agents with career development.
- Ensure that customers’ questions and problems are resolved properly and quickly.
- Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with outstanding customer experience.
- Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas of the company to facilitate problem-solving.
- Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.
- Assist in administering team attendance records, salary plans, vacation and staffing schedules, and forecasts.
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Job Requirements :-
- 3+ years of experience as a team leader in a call center is a MUST.
- Bachelor Degree from a reputable university.
- Excellent communication skills.
- Multitasking and analytical skills.
- Good English.
- Good Microsoft user ( Word, excel and PowerPoint).
• Working Location: Nasr City.
وظائف اخري
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الراتب : لم يحدد
