Call Center Manager - Online Fli...
Mohandessin, Giza
Job Details
Skills And Tools:
Job Description
The Customer Care Manager at Almosafer will be responsible for leading a high-performing customer care team, driving service excellence, and implementing strategic initiatives to enhance customer satisfaction and loyalty. This role requires a dynamic leader with a strong background in customer experience management, data-driven decision-making, and process optimization in a fast-paced, digital-first environment.
The ideal candidate will have a proven track record in managing large-scale customer care operations, improving KPIs, and fostering a culture of continuous improvement.
- Key Responsibilities:
1. Leadership & Team Development
- Lead, mentor, and develop a team of customer care supervisors and agents to ensure high engagement and performance.
- Implement training programs to enhance team skills in customer service, conflict resolution, and CRM tools.
- Conduct performance reviews, set KPIs, and drive accountability across the team.
2. Customer Experience Strategy
- Develop and execute customer care strategies aligned with Almosafer business goals.
- Analyze customer feedback (NPS, VOC,…etc) to identify trends and implement service improvements.
- Ensure seamless omnichannel support (phone, email, chat, social media) with a focus on first-contact resolution.
3. Operational Excellence
- Oversee daily operations, ensuring SLA compliance, efficiency, and quality assurance.
- Optimize workflows and implement automation/AI tools to enhance productivity.
- Manage escalations and crisis situations with a structured problem-solving approach.
4. Data-Driven Decision Making
- Monitor and report on key metrics (e.g., response time, resolution rate, customer retention).
- Use analytics to identify root causes of customer issues and propose long-term solutions.
- Present insights and recommendations to senior leadership for continuous improvement.
5. Stakeholder & Cross-Functional Collaboration
- Work closely with Product, Tech, and Marketing teams to enhance customer journeys.
- Collaborate with BPO partners (if applicable) to maintain service standards.
- Represent the voice of the customer in business strategy discussions.
Job Requirements
- Education & Experience
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Five+ years in customer service, with two+ years in a managerial role (travel, e-commerce, or hospitality industry preferred).
- Experience with CRM systems (Zendesk, Salesforce, Freshdesk) and customer analytics tools.
- Proven track record in improving CSAT, reducing churn, and optimizing service operations.
- Technical & Soft Skills
- Leadership & People Management – Ability to inspire and lead large teams.
- Customer-Centric Mindset – Passion for delivering exceptional service.
- Data & Analytics – Proficient in Excel, Power BI, or similar tools.
- Problem-Solving – Strong decision-making in high-pressure scenarios.
- Communication – Fluent in English & Arabic (written and verbal).
- Tech-Savvy – Familiarity with AI chatbots, automation, and digital CX trends.
- Behavioral Competencies
- Strategic Thinker – Ability to align customer service with business growth.
- Proactive & Innovative – Continuously seeks process improvements.
- Resilient & Adaptable – Thrives in a fast-changing environment.
