Operations Call Center Manager

NOK for Human Capital Solutions - Heliopolis, Cairo

Applicants for
1 open position
In Consideration
Not Selected
Experience Needed:
More than 7 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
  • Carrying out needs assessments, performance reviews and cost/benefit analyses
  • Setting and meeting performance targets for speed, efficiency, sales and quality;
  • Ensuring all relevant communications, records and data are updated and recorded;
  • Advising clients on products and services available;
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Monitoring random calls to improve quality, minimize errors and track operative performance;
  • Coordinating staff recruitment and liaising with Talent Acquisition staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Recording statistics, user rates and the performance levels of the center and preparing reports;
  • Handling the most complex customer complaints or inquiries;
  • Organizing staffing, including shift patterns and the number of staff required to meet demand;
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
  • Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
Job Requirements
  • 7+ years in running call center operations for different services and functions - minimum agent base 20
  • Recording on CRM systems preferably Sales force and reporting in Excel
  • Building call center process and monitoring quality
  • Experience in different services - sales, customer service, complaints, collection... etc
  • Experience in different roles- agent, quality, process improvement, recruitment and supervisory and managerial roles
About this Company

A newly established Egyptian S.A.E company, came to life in February 2018.
We are targeting a real change in the Human Resource operations game. We are not fans of hit and run business models. We plan to fly on a different altitude than others. Targeting a long-term... (More)

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