Team Leader – Contact Center Operations

About the role

We are seeking a proactive Team Leader to manage a team of 15‑17 contact‑center agents in Cairo. Reporting to the Operations Manager, you will drive employee and customer satisfaction through effective coaching, performance monitoring and operational excellence.

Key responsibilities

• Lead, motivate and coach a team of 15‑17 agents to achieve and exceed performance targets.
• Monitor key performance indicators, provide regular feedback and ensure agents understand business goals.
• Review performance reports, support professional development and conduct at least four side‑by‑side coaching sessions per agent each month.
• Manage shrinkage, disciplinary actions, payroll accuracy and compliance with company policies.
• Maintain applications, databases and documentation related to team operations.
• Implement and uphold best practices for CRM and contact‑center processes.

Required profile

• University degree with at least 2 years of team‑management experience in a cable or telecommunications call centre.
• Proven track record of people leadership in a CRM environment.
• Strong communication, negotiation and presentation skills.
• Ability to set clear objectives, prioritize tasks and thrive in a performance‑driven setting.

Required skills

• CRM systems
• Medallia platform