Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The organization focuses on delivering high-value, customized, and innovative outsourcing solutions that address each client’s unique business needs. With deep attention to cultural nuances and industry best practices, ETISAL International supports partners in concentrating on their core business while enhancing service quality to their customers. The company invests in human capital, transparency, flexibility, integrity, and advanced technologies to provide first-class quality and consistently exceed client expectations.
Role Description The Team Leader CS (English account) is a full-time hybrid role based in Cairo, Egypt, with partial work-from-home flexibility. This role oversees a customer service team handling English-speaking accounts, ensuring service levels, quality standards, and performance targets are consistently met. Day-to-day responsibilities include monitoring calls and interactions, coaching and mentoring team members, conducting performance reviews, and providing feedback to improve customer satisfaction and operational efficiency. The Team Leader will manage scheduling, adherence, and reporting, resolve escalated customer issues, and coordinate with other departments to address process gaps. The role also involves implementing best practices, supporting training initiatives, and contributing to continuous improvement projects aligned with company goals.
Qualifications
