Team Leader – Contact Center Operations

About the role

The Team Leader will oversee a group of 15‑17 contact center agents in Cairo, ensuring high levels of employee, customer and client satisfaction. This full‑time position involves shift work and direct reporting to the Operations Manager.

Key responsibilities

• Motivate and coach agents to meet and exceed performance targets.
• Monitor KPIs, provide regular feedback, and ensure agents understand business objectives.
• Review performance reports and guide agents on professional development.
• Maintain applications, databases, and documentation related to the team.
• Manage shrinkage and take responsibility for disciplinary actions in consultation with management.
• Assist with payroll accuracy and enforce company policies and procedures.
• Conduct at least four side‑by‑side coaching sessions per agent each month, with proper documentation.

Required profile

• University or college degree.
• Minimum 2 years of team management experience in a cable or telecommunications call center.
• Proven track record of effective people leadership in a CRM environment.
• Strong communication, negotiation and presentation skills.
• Ability to set clear objectives and prioritize tasks.

Required skills

• CRM systems.
• Medallia platform.

What we offer

• Opportunity to lead a dynamic team in a fast‑paced contact center.
• Competitive compensation and benefits in line with market standards.