Call Center Team Leader

We are hiring: Call Center Team Leader 🚀 What You Will Do: Drive Metric Excellence : Own daily KPIs with a sharp focus on confirmation rates, pending resolution, and cancellation control. Floor & Capacity Leadership: Partner with WFM/RTM to ensure real-time adherence, optimize market-specific agent allocation, and maintain shift coverage. Supervision & Escalations: Guide and develop Floor Support personnel while resolving high-level operational escalations. Quality & Compliance: Partner with QA teams through calibration sessions to ensure strict adherence to scripts, operating workflows, and service benchmarks. People & Performance Coaching: Conduct structured 1-on-1s and huddles, address performance gaps proactively through PIPs, and build a motivated floor culture. Cross-Functional Collaboration: Serve as the floor operational link between Agents, WFM, QA, Training, Last-Mile, After-Sales, HR, and IT. What We Are Looking For: Education: Bachelor’s degree is required. Experience: 2–3 years of leadership (Confirmation, Telesales, or E-commerce operations preferred). Key Skills: Strong understanding of call center numbers, daily targets, and service levels. Proven track record in coaching, team development, and handling disciplinary/employee relations matters. Experience guiding Floor Support and managing cross-market agent distribution. Strong analytical reporting skills (Excel/Sheets) and problem-solving mindset. About the job : Full time , On-site job Rotational shifts 2 days off Maadi if you are interested kindly send your CV [redacted email] Show more Show less