Company Description Raya Customer Experience (Raya CX) provides next-generation business process outsourcing and customer experience management for clients across multiple 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 delivers services from competitive, highly skilled labor markets and focuses on operational excellence. Raya CX offers integrated outsourcing solutions supported by advanced technology, robust strategies, and continuous improvement. The organization emphasizes innovation and high-quality customer interactions, creating a dynamic environment for customer-focused professionals.
Role Description This is a full-time, on-site role based in Cairo, Egypt for a Call Center Team Leader with B2 English proficiency. The Call Center Team Leader will supervise a team of customer service representatives, monitor performance, and ensure adherence to quality and productivity standards. Responsibilities include organizing schedules, coaching and mentoring team members, conducting performance reviews, and providing regular feedback to support development. The role involves handling escalated customer issues, ensuring customer satisfaction, and aligning team operations with client and company requirements. The Team Leader will also prepare reports, analyze call center metrics, and collaborate with management to implement process improvements and achieve service targets.
Qualifications
* Candidates should possess strong Communication and Interpersonal Skills to lead teams effectively and manage customer interactions.
* Candidates should possess solid Analytical Skills and a focus on Customer Satisfaction to interpret performance data and drive service improvements.
* Candidates should possess proven Customer Service experience, including handling escalations and maintaining professional standards.
* Proficiency in English at B2 level (or higher), with clear spoken and written communication.
* Previous experience in a call center environment, preferably in a supervisory or team leader role.
* Ability to work on-site in Cairo, Egypt, with flexibility to cover different shifts as required.
* Strong organizational and time-management skills, with attention to detail and accuracy in reporting.
* Basic proficiency in call center systems, CRM platforms, and standard office software.
* Diploma or bachelor’s degree in a relevant field (such as business, communications, or related discipline) is an advantage.
