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Call Center Manager

M² Developments
New Cairo, Cairo
Posted 6 years ago
159Applicants for1 open position
  • 127Viewed
  • 11In Consideration
  • 112Not Selected
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Job Details

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Job Description

Main Duties:

  • 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.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • 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 organization goals by accepting ownership for accomplishing new and different requests; exploring
  • Opportunities to add value to job accomplishments.
  • Prepare reports for different departments or upper management
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Job Requirements

  • Business Administration preferred.
  • Certified Call Center Manager (e.g. CC-CM) or equivalent qualification is a plus.
  • Excellent English Language.
  • Proficient in MS Office and call center equipment/software programs.

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