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Requirements Description and Requirements The Opportunity Team Leader is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.
By ensuring smooth call center operations, the RTM role supports MetLife’s mission of delivering exceptional customer care across Egypt.
As a Team Leader, you will play a pivotal role in optimizing team performance, minimizing delays, achieving Call center metrices and enhancing customer satisfaction. This position is perfect for individuals passionate about problem-solving, efficiency, and making a meaningful impact on service excellence in a global organization.
How You’ll Help Us Build a Confident Future (Key Responsibilities)
- Operational Focus: Team leaders primarily focus on the day-to-day operations of a specific team, managing a group of agents and ensuring they meet targets and performance goals.
- Direct Support: They provide immediate support and coaching to agents, guiding them through calls and assisting with any challenges that arise during customer interactions.
- Motivation and Morale: Team leaders play a key role in maintaining team morale, fostering a positive work environment, and motivating agents to perform at their best.
- Team Coordination: They facilitate communication within the team, organizing schedules, and ensuring that workflow is efficient and collaborative.
- Feedback Loop: Team leaders collect feedback from agents and relay it to supervisors, ensuring that frontline insights contribute to overall management strategies.
- Quality Assurance: Review calls for quality assurance and share best practices with the team.
What You Need To Succeed (Required Qualifications)
- Minimum 3 years’ experience in call center industry (2 years in insurance field).
- Excellent communication, leadership, and interpersonal skills.
- Good command of written/spoken English.
- Excellent knowledge of commonly used word processing, spreadsheet, and database software packages.
- Ability to work under pressure.
- Details oriented and high analytical capabilities.
What Can Give You An Edge (Additional Skills)
- Communication Proficiency.
- Customer/Client Focus.
- Leadership.
- Organizational Skills.
- Performance Management.
- Problem Solving/Analysis.
- Technical Capacity.
About MetLife
Recognized on Fortune magazine’s list of the “World’s Most Admired Companies” and Fortune World’s 25 Best Workplaces™, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple – to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values – Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead – we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!
