About the JobWe’re changing the way people think about customer care, and we need your help!We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.As Team Lead (French/English Bilingual), You Will…Manage and supervise CSRsEnsure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employeesManage operational performance to meet Key Performance Indicators (KPIs) and Service Level AgreementsAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areasUse critical thinking to develop solutions to improve business performance and partner successMotivate teams through relationship building and real-time coachingDevelop incentive programs to motivate CSRs to achieve desired outcomesCoordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management TeamCollaborate with other departments within the organization (HR, IT, etc) to properly resolve issuesBring in-depth operational knowledge and a thoughtful point of view when participating in partner meetingsGain expert-level knowledge on all partner products and promotionsDemonstrate a positive work ethic and commitment to achieve the best possible outcomesAct as a role model and exemplify our 10 Things (cultural values) As Team Lead (French/English Bilingual), You Have…High school diploma or equivalent (required)Some post-secondary education or completion of a post-secondary degree with a major in Business (a combination of education and work experience will also be considered)Must be fluent in French and English, written and oral1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory roleExperience dealing with escalated issues in a contact center capacityThe ability to type 30 WPM with accuracyBasic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an assetThe ability to use spreadsheet applications to maintain and develop operational reportingExceptional time management, organizational and prioritization skills to complete work in a timely mannerAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentThe ability to work a variety of shifts, including days, evenings and holidaysIntouchCX 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.