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