9 days ago
Full TimeMid Level
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About the company
Aura Communication
Telecommunications
Company Description Aura Communication is a leading HR outsourcing, staffing, and payroll outsourcing consultancy founded in 2012 and headquartered in Cairo, Egypt, with an additional branch in Miami, Florida, USA. The company provides end-to-end workforce solutions to a wide range of local and international clients. With an extensive presence across Egypt and the broader MENA region, including Iraq, Syria, Jordan, Morocco, Algeria, and Saudi Arabia, Aura serves as a trusted one-stop HRO/BPO partner. Team members join a fast-growing, service-focused organization that supports diverse industries and offers exposure to global business practices.
Role Description This is a full-time, on-site Call Center Team Lead role based in Qesm El Maadi. The Call Center Team Lead is responsible for supervising daily call center operations, guiding agents to meet performance targets, and ensuring consistent, high-quality customer service. Typical responsibilities include monitoring call queues, reviewing key metrics, coaching and mentoring team members, and conducting regular performance reviews. The role also involves handling escalated customer issues, coordinating schedules, preparing operational reports, and working closely with management to improve processes and customer satisfaction. The Call Center Team Lead is expected to foster a positive, inclusive work environment and support continuous training and development for the team.
Qualifications