Call Center Team Lead

Company Description NEXperience is a CX innovation company revolutionizing how global brands connect with their customers. Leveraging top-tier talent, advanced AI, and industry expertise, we deliver scalable solutions in customer support, digital sales, and back-office operations. Our services are tailored to diverse sectors such as healthcare, tech, education, and e-commerce, ensuring HIPAA and GDPR compliance. Trusted by startups and industry leaders, we offer cost-efficient, 24/7 nearshore operations from Egypt to support your growth. At NEXperience, we merge flexibility with world-class quality to create exceptional experiences. Role Description This is a full-time, on-site role for a Call Center Team Lead located in Cairo, Egypt. The Call Center Team Lead will oversee daily operations, ensuring efficient team performance and high-quality customer service. Responsibilities include monitoring team metrics, providing real-time feedback, coaching team members, and driving customer satisfaction. The role also involves resolving escalations, analyzing data to identify improvement opportunities, and ensuring compliance with company policies and standards. Qualifications Strong Interpersonal Skills and Communication abilities to collaborate effectively with team members and customersAnalytical Skills for data-driven decision-making and identifying areas for process optimizationCustomer Service expertise with a focus on enhancing Customer SatisfactionPrior experience in a leadership role within a call center or customer support environmentProactive problem-solving abilities and excellent organizational skillsProficiency in CRM tools and familiarity with performance management systemsBachelor’s degree in Business Administration, Communication, or a related field is preferred