Call Center Manager

The Matra - Glim, Alexandria

169
Applicants for
1 open position
68
Seen
5
Rejected
Experience Needed:
7 to 10 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Negotiable
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

We are looking to hire Call center manger responsible for:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence.
Job Requirements
  • Proven experience as call center manager or similar position.
  • Experience in customer service is required.
  • Preferably experienced in Online Travel Agent or Travel Sector.
  • Knowledge of performance evaluation and customer service metrics.
  • Solid understanding of reporting.
  • Proficient in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Positive and patient.
  • Certified Call Center Manager, equivalent qualification is a plus.
About this Company

We are an Information and Technology Company serving the travel and tourism sector. Being the first online tourism company in Egypt, our team will be the first in the country to learn new and personally enriching experiences.

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