{"id":3882317,"url":"https://alion.io/job/intelogix-team-lead","title":"Team Lead","company":{"id":1988555,"name":"InteLogix","domain":"intelogix.com","url":"https://alion.io/company/intelogix","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0.1,"time_to_fill_p50_days":29,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-06T18:34:04Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T05:27:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who we are:\nInteLogix 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.\nInteLogix 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.\nResponsibilities\nLead, supervise and support a team of Customer Service Representatives handling inbound calls, emails and chats\nMonitor daily performance against service levels, productivity, quality, customer satisfaction and other targets\nManage attendance, punctuality and schedule adherence, and address issues in line with company procedures\nOversee real-time queues and workflow to keep customer responses timely\nProvide floor support on complex customer concerns and policy questions, and handle escalated cases through resolution\nCoach agents and hold regular performance discussions based on quality evaluations, customer feedback and results\nIdentify individual and team performance gaps and agree on practical action plans\nSupport new-hire onboarding, nesting and ongoing training with the Training, Quality and Operations teams\nEnsure agents follow client procedures, scripts, knowledge articles, data privacy and payment-security requirements\nMaintain accurate team records, and provide performance updates, shift handovers and operational reports\nCommunicate process updates and client announcements to the team, and escalate risks and recurring issues to management\nQualifications\nUniversity degree in any field strongly preferred; relevant experience considered in place of a degree\nAt least 2 years of experience as a Team Leader in a customer service or contact center environment; international customer service operations experience preferred\nExperience managing contact center metrics, including quality, productivity, customer satisfaction and schedule adherence\nStrong coaching, feedback and conflict-resolution skills, with the ability to motivate a team and keep a positive work environment\nAble to interpret performance reports and dashboards and turn findings into action plans\nEnglish proficiency at CEFR B2 or higher, spoken and written\nProficient in Microsoft Office, especially Excel, Word and Outlook; experience with CRM or contact center platforms preferred\nClear, confident communicator with sound judgment, problem-solving and decision-making skills\nAble 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","description_format":"text","description_chars":3110,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-06T18:34:04Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:0","stale_co","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/intelogix-team-lead","json_url":"https://alion.io/job/intelogix-team-lead.json","meta":{"generated_at":"2026-11-07T13:16:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15781,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1988555},"rest":"https://alion.io/mcp/rest/get_company?id=1988555"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintelogix-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintelogix-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintelogix-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intelogix-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintelogix-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3882317}},{"tool":"search_jobs","arguments":{"company":"intelogix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3882317},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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