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Customer Service Operations Manager

Nana - Sheraton, CairoPosted 10 months ago
622Applicants for1 open position
  • 307Viewed
  • 26In Consideration
  • 262Not Selected
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Job Details

Experience Needed:
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Job Description

- 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

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