Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
InteLogix is hiring a full-time Team Leader for our on-site team in New Cairo, Egypt, supporting a U.S. education retail client's customer support center. You'll lead a team of Customer Service Representatives handling voice, email and chat, driving service levels, quality and customer satisfaction through hands-on floor support, coaching and clear communication with operations leadership.
Responsibilities
- Lead, supervise and support a team of Customer Service Representatives handling inbound calls, emails and chats
- Monitor daily performance against service levels, productivity, quality, customer satisfaction and other targets
- Manage attendance, punctuality and schedule adherence, and address issues in line with company procedures
- Oversee real-time queues and workflow to keep customer responses timely
- Provide floor support on complex customer concerns and policy questions, and handle escalated cases through resolution
- Coach agents and hold regular performance discussions based on quality evaluations, customer feedback and results
- Identify individual and team performance gaps and agree on practical action plans
- Support new-hire onboarding, nesting and ongoing training with the Training, Quality and Operations teams
- Ensure agents follow client procedures, scripts, knowledge articles, data privacy and payment-security requirements
- Maintain accurate team records, and provide performance updates, shift handovers and operational reports
- Communicate process updates and client announcements to the team, and escalate risks and recurring issues to management
Qualifications
- University degree in any field strongly preferred; relevant experience considered in place of a degree
- At least 2 years of experience as a Team Leader in a customer service or contact center environment; international customer service operations experience preferred
- Experience managing contact center metrics, including quality, productivity, customer satisfaction and schedule adherence
- Strong coaching, feedback and conflict-resolution skills, with the ability to motivate a team and keep a positive work environment
- Able to interpret performance reports and dashboards and turn findings into action plans
- English proficiency at CEFR B2 or higher, spoken and written
- Proficient in Microsoft Office, especially Excel, Word and Outlook; experience with CRM or contact center platforms preferred
- Clear, confident communicator with sound judgment, problem-solving and decision-making skills
- Able to work on-site in shifts within operating hours (Cairo time): Monday–Friday 1:00 PM–1:00 AM and Saturday 4:00 PM–10:00 PM, including late nights, U.S. holidays and peak-season overtime
