Customer Service Operations Manager

Nana Sheraton, Cairo

Applicants for
1 open position
In Consideration
Not Selected
Experience Needed:
More than 8 years
Career Level:
Job Type:
Full Time
1 open position
About the Job

- Roles and Responsibilities:

  • Manage all call center, operational teams
  • Manage relationships with the vendors
  • Introduce high tech highly satisfied customers service
  • Maximize the use of AI and BOT features
  • Responsible for achieving all operational KPIs in matters of (SLA, Quality,
  • CSAT, Scheduling, Forecast Accuracy, Knowledge Training)
  • Lead the team of Supervisors to achieve the KPIs
  • Create needed operational reports
  • Manage and own communication between call center operations and other teams
  • Act as a problem solver to any Operational show stopper
  • SPOC of Customer Service Operations with other departments inside the Company
  • Spot gaps and drive actions to cover them with all the stakeholders
  • Always look for new ways and tools to improve performance, increase customer satisfaction and reduce cost

- Goals:

  • Achieve all Operational KPIs
  • Develop challenging targets
  • Make things happen
Job Requirements
  • Minimum 8 years of relevant experience
  • COPC knowledge (certified is a plus)
  • Previous experience dealing with Gulf customers is a plus
  • Very good command of English
  • Very good knowledge of MS office and Google suit
About this Company

Nana is an internet marketplace connecting customers with their favorite grocery stores, pharmacies, and specialty stores. Our mission is to deliver the highest quality of online grocery customer experience with a sense of affection, care, and pride.

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