A3malouna.com on behalf of:
Concentrix Egypt
Job Title:
German Team Leader Content Moderator (Call center)
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
- Education background should be College degree or above. High school is acceptable if BPO service working experience years 1. Students are not acceptable for the project with no special approval.
Essential Functions/Core Responsibilities
- Bilingual Requirement: Support language at C1 level or B2 level, with proficient English comprehension without translation tools.
- Empathy and Collaboration: Demonstrate strong listening skills and empathy towards users. Collaborate effectively with the customer service team, ensuring that communication respects the diversity of users.
- Data Analysis: Responsible for collecting, researching, and analyzing business-related data. This includes providing analysis and optimization reports.
- Analytical Skills: Possess strong logical thinking and analytical skills, complemented by a positive, can-do attitude. Preference for candidates with international experience in a diverse environment.
Responsibilities
Translation and Proofreading: Ensure accurate translation and proofreading of knowledge base texts, service rule processes, etc., while considering cultural sensitivities.
User Research: Conduct market/country-specific user research and provide professional, actionable recommendations to optimize rules and procedures, enhancing customer satisfaction rates. Candidates with experience in customer service workflows or processes are preferred.
Location:
EGY Cairo - Plot no. 27, North Teseen st building 27
Language Requirements:
Time Type:
Full time
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