قائد فريق مركز الاتصال "خارجي"

Company Description Raya CX is a next-generation business process outsourcing and customer experience management provider, supporting clients across a wide range of industries. Since 2001, Raya CX has been a preferred partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. The company operates from competitive and highly skilled labor markets, offering integrated outsourcing solutions backed by advanced technology and robust operational strategies. Raya CX focuses on continuous improvement and innovation to deliver efficient, high-quality customer experiences and sustainable value for clients.
Role Description The Call Center Team Leader “Offshore” is a full-time, on-site role based in Cairo, Egypt. The team leader oversees daily call center operations, manages a team of customer service representatives, and ensures adherence to performance targets, quality standards, and service-level agreements. Responsibilities include monitoring calls and case handling, providing real-time coaching and feedback, handling escalations, and supporting agents in resolving complex customer issues. The role also involves analyzing team performance data, preparing reports, and implementing action plans to improve customer satisfaction and efficiency. The team leader collaborates with management and support functions to align processes, drive best practices, and maintain a positive, performance-focused work environment.
Qualifications

• Strong communication and interpersonal skills to lead, coach, and support diverse team members.
• Customer service and customer satisfaction skills, with experience managing frontline teams in a contact center or similar environment.
• Analytical skills to interpret performance metrics, identify trends, and recommend improvement actions.
• Proven ability to handle escalations, resolve complex issues, and maintain professionalism under pressure.
• Experience in call center operations, including workforce management basics, quality monitoring, and performance tracking.
• Good command of English; additional language skills are an advantage.
• Proficiency with call center systems, CRM tools, and basic office software (e.g., Excel, reporting tools).
• Demonstrated leadership experience, preferably in a supervisory or team leader role.
• Ability to work flexible shifts as required by operational needs.
• Relevant diploma or bachelor’s degree in business, communication, or a related field is preferred.