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Operations Call Center Manager

NOK for Human Capital Solutions
Heliopolis, Cairo
Posted 5 years ago
330Applicants for1 open position
  • 124Viewed
  • 14In Consideration
  • 20Not Selected
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Job Details

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Job Description

  • 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

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