Company Description VXI Global Solutions is a business process outsourcing leader specializing in customer service, customer experience, and digital solutions for global brands. Founded in 1998, VXI has more than 40,000 team members across 43 locations in North America, Asia, Europe, and the Caribbean. The company provides omnichannel and multilingual support, revenue generation, application development, and CX advisory services with a focus on service excellence and measurable business outcomes. Backed by Bain Capital, VXI is one of the fastest-growing privately held business services organizations in the United States and the Philippines, offering dynamic career opportunities in a fast-paced, technology-driven environment.
Role Description The English Team Leader (Telcom Account) is a full-time, on-site role based in Cairo, Egypt. This position is responsible for supervising a team of English-speaking customer service representatives supporting a telecommunications client, ensuring performance targets and quality standards are met. Daily tasks include monitoring calls and interactions, providing real-time coaching and feedback, managing schedules and attendance, and handling escalated customer issues. The role involves coordinating with account management and operations teams, analyzing team performance reports, and implementing action plans to improve customer satisfaction and productivity. The Team Leader also participates in training initiatives, supports process improvements, and helps maintain a positive, inclusive, and high-performing work environment.
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