Call Center Operations Manager
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Mohandessin, GizaJob Details
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Job Description
Join our leading call center agency, dedicated to providing exceptional customer service and support. We are seeking an experienced Enterprise Level Call Center Manager to oversee an account with around 1,000 agents and manage all support functions.
Role and Responsibilities:
- Minimum of 5 years of experience in call center management, with experience managing teams in a high-volume call center environment
- Excellent communication, interpersonal and leadership skills
- Proficient in Microsoft Office Suite and call center software
- Strong analytical, organizational, and time-management skills
- Experience in telesales, operations, and project management
- Experience in scaling up talent and training individuals
- Proven ability to work in a dynamic and fast-paced environment, and to attract, retain and motivate employees in a highly competitive market
- Develop and implement strategies to improve agent performance and productivity.
- Oversee all support functions, including training, quality assurance, and compliance.
- Analyze and calculate ROI to ensure cost-effective operations.
- Collaborate with other departments to align goals and achieve business objectives.
- Maintain high standards of customer service and satisfaction.
- Monitor and report on key performance indicators (KPIs) and metrics.
Job Requirements
Requirements:
- Proven experience in managing large call center operations.
- Ability to calculate ROI and other relevant metrics.
- Excellent leadership and communication skills.
- Proficiency in using CRM software and other relevant tools.
- Ability to work independently and manage a team effectively.
What We Offer:
- Competitive salary of 122,375 to 146,846 EGP per month based on your experience.
- Opportunity to work in a dynamic and supportive environment.
- Continuous professional development and career growth opportunities.