Are you a natural leader with a passion for exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment and speak fluent French? We're on the hunt for a talented French Team Lead to inspire and guide our customer service champions in Cairo, Egypt! As a French Team Lead, you won't just be overseeing operations; you'll be a mentor, a strategist, and a key player in shaping our customer success story. This is your chance to make a tangible impact, fostering a culture of excellence and driving our team to new heights.Overview: Lead a high-performing team of customer service professionals, ensuring top-tier support for our French-speaking clientele. You'll be the linchpin in maintaining our reputation for outstanding service and operational efficiency.Responsibilities:Inspire and manage a dedicated team of customer service representatives, providing guidance and support.Monitor and analyze team performance against key KPIs, implementing strategies for continuous improvement.Conduct regular coaching and feedback sessions to foster individual and team growth.Handle complex customer escalations, demonstrating exemplary problem-solving skills.Collaborate with various stakeholders to optimize processes and enhance the customer journey.Utilize CRM systems effectively to track interactions and gather valuable insights.Contribute to training and development programs for new and existing team members.Skills & Technologies: You'll be leveraging your expertise in Customer Service, Team Management, and Performance Management, alongside proficiency in CRM software and Data Analysis to drive informed decisions. Fluency in French is a must!Growth Opportunities: We are committed to your professional development! This role offers a clear path for advancement within our global organization, with opportunities for leadership training, cross-functional projects, and exposure to diverse business challenges.Team & Culture: Join a vibrant, multicultural team in our bustling Cairo office. We champion a supportive, collaborative, and results-driven environment where every voice is valued, and success is celebrated together. Expect a culture that encourages innovation and continuous learning.Impact: Your leadership will directly influence customer satisfaction, team morale, and our brand's reputation in the French-speaking market. You'll play a crucial role in delivering a seamless and positive experience for thousands of customers daily. Experience the Thrill: Bring 1-3 years of proven experience in customer service or support, ideally with a background in team leadership or supervision.Language Maestro: Demonstrate absolute fluency in French (both written and spoken), allowing you to connect authentically with our customers and team.Leadership Dynamo: Possess strong capabilities in Team Management and People Management, with a track record of motivating and developing teams.Performance Driver: Adept at working with KPIs and applying robust Performance Management techniques to achieve and exceed targets.Analytical Ace: Skilled in Root Cause Analysis and Data Analysis to identify trends and implement effective solutions.Relationship Builder: Excellent ability to manage and engage with diverse Stakeholders, fostering strong internal and external relationships.Tech Savvy: Proficient with CRM software and other relevant customer support tools.Problem Solver Extraordinaire: Exhibit exceptional problem-solving and conflict resolution skills, even under pressure.Career Level: This is an exciting opportunity for an Experienced professional ready to take their leadership skills to the next level in a dynamic customer service environment.IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability. IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us. By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship. All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.