Call Center Team Lead – On‑site (Cairo)

About the role

Future Group Language Solutions is seeking an experienced Call Center Team Lead to manage its on‑site operations in Cairo, Egypt. You will be responsible for guiding a team of customer service representatives, ensuring high levels of customer satisfaction, and driving continuous improvement in service delivery.

Key responsibilities

• Oversee daily call‑center activities and monitor team performance against targets.
• Conduct regular training sessions to develop representative skills and knowledge.
• Implement efficiency‑boosting strategies and process enhancements.
• Handle escalated customer issues and provide timely resolutions.
• Prepare and deliver performance reports to senior management.
• Foster a collaborative, motivated, and high‑performing team environment.

Required profile

• Strong interpersonal and communication abilities for effective leadership and customer interaction.
• Analytical mindset to assess metrics and develop actionable solutions.
• Minimum 1 year of experience in customer service, preferably as a team leader.
• Proven ability to work in a fast‑paced, on‑site environment.
• Prior supervisory experience in a call‑center setting is preferred.
• Fluency in English; Arabic is an advantage.
• Bachelor’s degree in Business Administration, Management, or a related field is desirable.

Required skills

What we offer

• Opportunity to lead a dynamic team within a global, AI‑driven organization.
• Professional development and growth in the BPO sector.
• Competitive compensation package.