Customer Service Team Leader

About the role

Accurate Management (AMC) is hiring a Customer Service Team Leader / Supervisor to join our team in Cairo. You will lead a team of customer service representatives and keep their daily performance on target.

About the company

Accurate Management Consultancy (AMC) is based in Giza, Egypt, and delivers recruitment and outsourced operations for client companies around the world.

What you will do

• Lead, motivate and supervise a team of customer service representatives.
• Monitor daily KPIs (AHT, FCR, quality, adherence) and act on gaps.
• Coach agents through call listening, side-by-side sessions and feedback.
• Handle escalated customer cases and complex enquiries.
• Manage attendance, breaks and schedule adherence for the team.
• Prepare daily team reports and take part in performance reviews.

What we are looking for

• Bachelor’s degree in any discipline.
• 2+ years in customer service, including at least 1 year as team leader, supervisor or senior agent.
• Good knowledge of contact-centre KPIs.
• Strong coaching, communication and problem-solving skills.
• Good command of Excel and CRM systems.
• Excellent Arabic and good English.

What we offer

• Competitive package based on experience.
• Social insurance in line with Egyptian labour law.
• Training and a clear path to grow with the company.
• A growing team working with clients across different industries.