Jobs Egypt

Customer Contact Lead (Intern/Trainee)

Job Title	Customer Contact Lead (Intern/Trainee)
Employer	Mighty
Adress: Country	Egypt
Address: City	Rafah
Work type	Remote
Expected Salary	70456 EGP
Posting Date	Tue Jun 10 2025
End Date	Sat Jul 05 2025

Description:

We’re hiring a Call Center Supervisor for the night shift — someone who stays sharp, steady, and dependable when the lights are low and the volume is high. You’ll guide a team of agents who talk to real people every day — sometimes stressed, sometimes upset, always in need of clarity. You’ll be the go-to person for escalations, urgent issues, and unexpected calls that can’t wait until morning. You’ll monitor performance in real time, coach on the fly, and make sure nothing falls through the cracks overnight. You’ll bring a calm presence, keeping agents focused, confident, and supported through late-night workloads. You’ll manage handoffs between shifts, making sure everything is logged, documented, and ready for the next crew. You’ll spot trends across tickets — especially recurring pain points — and escalate them to the right teams by sunrise. You’ll jump in on tough calls, lead from the front, and show what calm, focused support really looks like. You’ll celebrate progress, not just outcomes — and you’ll make room for growth, mistakes, and getting better every week. m.

Basic Qualifications:

• Monitor real-time call queues and reassign resources or redistribute workload to ensure consistent service levels.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.
• Report department performance to senior leadership and recommend staffing, tech, or process improvements based on data.
• Oversee day-to-day operations of the call center floor—monitoring team performance, managing shift schedules, and resolving escalations in real time.
• Collaborate with QA and training teams to reinforce best practices and update documentation or training modules as needed.

Preferred:

• Experience leading a team of call center agents in a customer service or sales environment.
• Capable of handling escalated customer issues and supporting agents through complex cases.
• Able to balance daily operations with long-term team development and improvement goals.
• Familiar with call center software and CRM tools such as Zendesk, Five9, Talkdesk, or Salesforce.
• Able to monitor calls, provide feedback, and coach agents to improve performance and consistency.

Benefits:

• Weekly rituals include “top calls of the week,” team wins, and solving weird edge-case issues together.
• You’ll coach real people handling real conversations — not just monitor dashboards and enforce quotas.
• We’ll recognize your wins, respect your judgment, and give you the tools to lead effectively.
• You’ll be supported by senior leadership who understand support — not just chase volume.
• Opportunities to grow into CX Manager, Quality Assurance Lead, or Operations Director roles.

You’ll make sure your team knows the “why,” not just the workflow. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll ensure compliance with procedures even when no one’s watching — because that’s what professionals do. You’ll remain composed during high-volume periods, technical issues, or customer escalations, and guide your team accordingly. You’ll check reports, update dashboards, and keep leadership informed without waiting to be asked. You’ll help onboard new night staff and make them feel confident and connected, even across time zones. You’ll know when to escalate, when to wait, and when to take ownership yourself. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.