قائد فريق العمليات - خدمة العملاء (حساب باللغة الإنجليزية)

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The organization focuses on delivering high-value, customized, and innovative outsourcing solutions that address the unique business needs of each client. With strong global coverage and a deep understanding of different cultures, ETISAL International applies industry best practices and advanced technologies to enhance customer experiences. The company is committed to transparency, operational flexibility, integrity, and a passion for service, consistently aiming to exceed client expectations and strengthen long-term partnerships.

Role Description The Operation Team Leader CS (English Account) is a full-time, hybrid role based in Cairo, Egypt, with some work-from-home flexibility. This role is responsible for leading a customer service team supporting English-speaking clients, monitoring daily performance, and ensuring adherence to service level agreements and quality standards. The Operation Team Leader will oversee scheduling, workload distribution, and real-time floor management to maintain efficient operations. Daily tasks include coaching and developing team members, handling escalated customer issues, preparing performance reports, and collaborating with other departments to improve processes and customer satisfaction. The role also involves implementing company policies, supporting continuous improvement initiatives, and promoting a positive, inclusive work environment.

Qualifications

• Strong leadership and people management skills, including team supervision, coaching, and performance management.
• Proficiency in customer service operations, including handling escalations, managing service levels, and driving quality assurance.
• Excellent communication skills in English, both written and verbal, with the ability to interact professionally with international clients and team members.
• Solid analytical and reporting skills, with experience using operational metrics, dashboards, and data to guide decision-making.
• Ability to work in a hybrid environment, demonstrating reliability, self-organization, and effective time management.
• Experience in BPO, contact center, or similar service-focused environments is highly beneficial.
• Familiarity with CRM systems, call center tools, and standard office software (e.g., MS Office) is preferred.
• Bachelor’s degree in Business, Management, Communications, or a related field, or equivalent practical experience.
• Commitment to ethical conduct, inclusivity, and continuous professional development.