Call Center Manager

4level1 - Cairo

61
Applicants for
1 open position
Experience Needed:
3 to 5 years
Career Level:
Manager
Job Type:
Full Time
Salary:
5,000 to 8,000 EGP per month, Target bonus
Education Level:
Bachelor's Degree at least
Languages:
Arabic, English
Vacancies:
1 open position
About the Job
  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • 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.
  • 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.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Job Requirements
  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • Experience in sales
About this Company

We help people to improve their English language skills by providing high quality language instruction in an environment where everyone is respected, actively engaged in learning and oriented to achieving success.
In our Academy , Attention to details is what... (More)

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