قائد فريق (خبير متخصص SME) (حساب اللغة الإنجليزية)

Job Summary

The SME / Team Leader is responsible for supporting the daily operations of the Momcozy customer service account, ensuring high-quality customer support, meeting performance targets, and providing guidance and support to customer service agents. The role involves monitoring team performance, assisting with complex customer inquiries, supporting quality improvement, and coordinating with management to ensure compliance with client requirements and company policies.

Key Responsibilities

1. Team Leadership & Support

Supervise and support customer service agents to ensure smooth daily operations.

Provide guidance, coaching, and assistance to team members in handling customer inquiries.

Monitor attendance, punctuality, schedule adherence, and overall team discipline.

Support new employees during onboarding and help them adapt to account procedures.

Escalate operational issues and employee performance concerns to management.

2. Customer Service & Escalation Management

Assist agents in handling complex customer inquiries, complaints, and escalations.

Ensure customer issues are addressed professionally and resolved within the required timeframe.

Support agents in following the correct procedures and communication standards.

Handle escalated cases when necessary to maintain customer satisfaction.

3. Performance Monitoring & Reporting

Monitor key performance indicators (KPIs), including quality, productivity, customer satisfaction, response time, and other account-specific metrics.

Track team performance and identify areas requiring improvement.

Prepare and share performance reports with the Operations Manager.

Support the team in achieving daily, weekly, and monthly targets.

4. Quality Assurance & Process Compliance

Ensure agents follow Momcozy's customer service guidelines, workflows, and standard operating procedures.

Review customer interactions when required and provide constructive feedback.

Identify recurring errors and recommend corrective actions.

Communicate updates to policies, processes, and client requirements to the team.

5. Training & Development

Assist in training new hires on account procedures, product knowledge, and customer service standards.

Conduct coaching sessions to address performance gaps.

Share best practices and provide ongoing support to improve team knowledge and efficiency.

6. Client & Internal Coordination

Coordinate with the Operations Manager and Quality Assurance team regarding performance, escalations, and operational updates.

Communicate client updates and process changes to the team.

Support management in implementing client requirements and operational improvement plans.

Maintain professional communication with the client when authorized to do so.

7. Administrative Responsibilities

Maintain accurate team performance records and operational reports.

Follow company policies regarding attendance, punctuality, confidentiality, and workplace conduct.

Report recurring operational issues, attendance concerns, and performance-related matters to management.

Perform other related duties as assigned by management within the scope of the role.

Requirements

Job Requirements – SME Team Leader

* Bachelor’s degree in any discipline.

* 2–4 years of experience as an SME, preferably in a call center or customer service environment.

* Previous experience in a team leadership or supervisory role is an advantage.

* Strong knowledge of customer service processes, KPIs, and quality standards.

* Excellent communication, coaching, and problem-solving skills.

* Ability to handle escalations and provide real-time support to agents.

* Strong analytical skills and the ability to identify performance gaps.

* Proficiency in Microsoft Office and reporting tools.

* Good command of English, both written and spoken.

* Ability to work under pressure and meet business targets.

* Flexibility to work rotational shifts, if required.