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Call Center Manager

MTS
Heliopolis, Cairo
Posted 4 years ago
268Applicants for1 open position
  • 8Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
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Skills And Tools:

Job Description

  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Answering the representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Assisting other management team members in identifying trends and establishing call center goals.

Job Requirements

  • Bachelor degree.
  • 8-10 years of experience 3 of which as a Manager.
  • IT, Telecommunication or Banking sector background are preferable.
  • Excellent team management, leadership & managerial skills.
  • Excellent communication, problem-solving skills & customer orientation.

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