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Vendor Management Supervisor (Call Center)

Capiter - Cairo, EgyptPosted 2 months ago
82Applicants for1 open position
  • 13Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

 Capiter is a B2B marketplace that brings together FMCGs, Wholesalers and merchants to the same platform, enabling merchants to order their products through the e-commerce platform and receive credit on their  

 purchases. As of today it’s serving 30k+ merchants and +150 FMCGs and wholesalers. Focus is to create value for merchants and improve their income through technological disruption.

 We are a versatile team of close to 130 problem solvers who love making the impossible possible. We strive for  a diverse and entrepreneurial company culture with people who are curious and want to be the best at what they do. 

 We are backed by top tier VC’s such as ​MSA, Quona Capital, Shorooq Partners and Accion and some of the  most successful entrepreneurs in the Middle East.

Job Summary

The role is responsible for managing and supervise  our contact center vendors day to day operation (on site) and deliver high quality standards / performance / efficiency from the assigned vendor. 

This comes with other scope which achieving the GMV targets from the tele-sales team plus the main responsibility of following up on our customers. 

 Key Result Areas (Accountability & Responsibility of the role) 

  • Manage the day to day contact center activities
  • Conduct effective resources planning to maximize productivity 
  • Manage the overall vendor performance with in-depth breakdown
  • Monitoring the live operation performance
  • Achieve the GMV targets assigned
  • Provide ongoing insights/reports/analysis for upper management
  • Lead the required meetings/trainings/coaching with vendors
  • Implement and follow up on the new assigned projects

Job Requirements

Key Skills Required For this position

 We prefer someone who has understanding and experience of:

  • Proven contact experience
  • Knowledge of performing evaluation 
  • Solid understanding of reporting and budgeting
  • Proficiency in MS Office
  • Outstanding communication skills
  • Excellent leader ship with problem solving skills
  • Positive and can work under pressure

Basic Qualifications

  • Bachelor’s degree or equivalent degree 
  • 3+ years experience in contact Center in quality role
  • Preferably vendor management experience 

Preferred Qualifications ( not mandatory) :

  • MBA degree from Premier institute / Prior start up experience will be preferred
  • Prior SME or merchant lending experience in a Fintech/ Banking /E-commerce setup
  • Prior fintech experience managing wallet services and integrations with third-party vendors

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