Company Description ETISAL International Group is one of the leading Business Process Outsourcing (BPO) companies in the Middle and Far East, focusing on delivering high value-based and innovative services. The company specializes in customized outsourcing solutions that address each client’s unique business needs, enabling them to focus on core operations and better serve their customers. With global coverage and deep cultural awareness, ETISAL International integrates industry best practices and advanced technologies across diverse sectors. The organization places strong emphasis on transparency, flexibility, integrity, and a passion for service, consistently working to exceed client expectations. ETISAL International also values human capital and fosters a professional environment committed to quality and continuous improvement.
Role Description The Team Leader English Customer Service role is a full-time on-site position based in Cairo. The individual in this role will lead and supervise a team of English-speaking customer service representatives, ensuring that service levels, quality standards, and performance targets are consistently met. Day-to-day responsibilities include monitoring calls and interactions, providing coaching and feedback, handling escalated customer issues, and preparing regular performance and quality reports. The Team Leader will coordinate scheduling, manage workflow, and support team members in delivering professional, efficient, and customer-focused service. This role also involves collaborating with management to implement process improvements and align team activities with company policies and client requirements.
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