Description

A Team Lead's role is vital to the success of the CX team and to CPM reaching its mission.

A Team Lead achieves success when they have a highly motivated team that delivers strong consistent results and their customers are loyal followers of our client's brand.

Responsibilities:

• Communicates the vision of CPM and translates it into meaningful, clear goals for the team members; the team sees the impact of their contribution to long and short-term goals;
• Performance management and career development of team members by conducting regular coaching sessions and 1:1 meetings;

Performance Accountability

• Accountable for managing and meeting the metrics of their team: NPS, Productivity, QA, etc, as well as adherence to company policies and schedules;
• Performance management: own the team and individual performance targets; drive for results; celebrate team and individual successes;
• Let team members know where they stand with clear, timely and direct performance feedback;
• Take quick but fair action on underperformance;
• Collaborate and network with peers to help drive performance goals, employee engagement and leverage strengths among the group;
• Utilize CX resources, such as QA, Reporting and Training to develop team members and support team objectives.

Requirements:

• Have previous experience managing and/or show great leadership;
• Have a high level of English (both written and spoken) and Arabic language (native level);
• Have excellent customer service skills and know-how to motivate and inspire others to do the same;
• Skilled and eloquent in writing with strong communication and interpersonal skills;
• Technical aptitude and the ability to pick up new technology quickly;
• Show initiative and be able to work under pressure;
• Be enthusiastic and positive and to love working in/with teams;
• Must be available for a regular schedule of 39 hours a week, including weekends and bank holidays, with rotating shifts from 9am to 10pm.

What we offer:

• Team Leader Salary;
• Monthly performance bonus;
• Continuous career development.

The recruitment processes and people involved in them will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.