CS Team Leader ( English account)

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. Through global coverage and deep cultural understanding, ETISAL International helps partners concentrate on their core business while enhancing the quality and value delivered to their own customers. The company emphasizes transparency, operational flexibility, integrity, and a strong appreciation of human capital. ETISAL International is committed to using industry best practices and advanced technologies to consistently exceed client expectations.

Role Description The CS Team Leader (English account) is responsible for overseeing a team of customer service representatives who support English-speaking customers. This full-time, hybrid role is based in Cairo, Egypt, with a mix of on-site work and some work-from-home flexibility. Day-to-day responsibilities include monitoring team performance and KPIs, coaching and mentoring team members, and providing feedback to improve service quality and productivity. The CS Team Leader handles escalated customer issues, ensures adherence to policies and procedures, and collaborates with management to implement process improvements. The role also involves preparing performance reports, coordinating schedules, and supporting training initiatives to maintain a high standard of customer satisfaction.

Qualifications

• Strong leadership and people management skills, including team supervision, coaching, performance monitoring, and conflict resolution.
• Excellent customer service and communication abilities, with fluent English (spoken and written), active listening, and professional telephone and online etiquette.
• Analytical and organizational skills, including KPI tracking, report preparation, problem-solving, and attention to detail in operational processes.
• Technical proficiency in using contact center tools and CRM systems, as well as standard office software (e.g., MS Office applications).
• Experience in a call center or BPO environment, preferably in a supervisory or team leader role for English-speaking accounts.
• Ability to work in a hybrid model from Cairo, Egypt, with flexibility, time management skills, and reliability in meeting deadlines and targets.
• Strong customer-centric mindset and commitment to quality, integrity, and continuous improvement.
• Relevant bachelor’s degree or equivalent experience in business, communications