Contact Center Manager

LAVA International - Cairo, Egypt

Applicants for
1 open position
Experience Needed:
2 to 5 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  1. Contact Center Operations
    • Handle performance of call center based on call quality and voice SLA’s
    • Issue Resolution in CC as per TAT
    • Reduce cost by driving project on AHT reduction
    • Ensuring that NHP, TNI,CH and QA processes to service partner is attuned to Lava requirements
  2. Customer Feedback Analytic
    • Analyzing customer complaints and come up with plans and strategies to reduce complaints
    • Collaborating  stakeholders in Head-Office for project/initiatives to improve customer service
    • Liaison with product team and product managers to create  visibility on Voice of Customer at CC and effect changes where necessary
    • Create Knowledge Tools for maintenance partner based on this feedback for effective handling of customer calls
  3. Customer Care Processes and Policies
    • Monitor the changing needs of the service, to identify areas for improvement and make recommendations for service improvement and implementing those improvements by process innovation to the satisfaction of internal and external customers.
    • Automation of processes at call center to minimize manual intervention
  4. Customer Care Operation
    • Set clear objectives and monitor progress and delivery of KPIs for call center
    • Ensure statistical information is produced, collated and analyzed on a regular basis to assist in evaluating the efficiency of contact center (call center operation )
Job Requirements
  • Ability to articulate customer need
  • Passion to delight the customer through customer service
  • Empathy for customer problems
  • Process Mapping and Problem Solving Skills
  • People Management Skills
  •  Ability to think logically and analytically
  • Efficiently communicate both verbally and in written form
  • Have leadership and supervisory skills
  • Have interpersonal skills

Ideal Candidate

  • Professional Experience around 2-5 years
  • Candidate working in reputed BPO/KPO ,handling after sales service by INBOUND and OUTBOUND  
About this Company

Established in 2009, Lava International Limited has become one of the fastest growing multi-national mobile handset company, headquartered in New Delhi, India. The company has offices in Mumbai, Hyderabad, Kolkata, and abroad. It has demonstrated rapid and robust expansion... (More)

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