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Customer Service Team Manager - ...

- Alexandria, Egypt

Customer Service Team Manager - Call Center

- Alexandria, EgyptPosted 2 months ago
234Applicants for2 open positions
  • 198Viewed
  • 21In Consideration
  • 212Not Selected

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

Key Accountabilities:

  • In charge of the call Center and Social Media
  • Improve customer service experience to create engaged customers
  • Mentor, Coach and develop CSR and nurture an environment where they can excel through encouragement and empowerment

Duties:

  • Oversee customer relationships and understand their perspective/expectation
  • Implement an effective customer loyalty program
  • Maintain and increase the revenue of the department
  • Make sure that all teams/sub-departments have been given proficient training
  • Continuously work on team’s development and improvement plan through coaching and one-on-ones
  • Maintain healthy environment within the workplace
  • Implement corrective actions needed to meet operational performance
  • Provide guidance to direct reports
  • Analyze and maintain all customers’ SLA
  • Ensure that the department is in compliance with other departments to reach the organizational goals and to ensure smooth workflow
  • Taking ownership and following up on escalations to resolutions
  • Communicate and participate in cross-functional meetings to review the information and to ensure the best quality customer service
  • Analyze statistics or other data to determine the level of customer service through overseeing AHT, RTA, and Abandoned Calls %
  • Create/Improve SOP of each Line of Business within the department
  • Plan department headcount to guarantee the best utilization of seats
  • Follow up on overall stock of each branch
  • Monitor team’s adherence/attendance
  • Hold regular meetings with the team
  • Any other Task that the Manager requires

Job Requirements

Knowledge:

  • Bachelor’s degree in any field 
  • From 5 to 10 years proven experience in a Customer Service Managerial position. 
  • Good understanding of management practices and techniques 
  • Proficiency in Microsoft Office
  • Excellent command of English written and verbal

Skills:

  • Very good leadership skills.
  • Excellent interpersonal skills including written, verbal, communication, negotiation and presentation skills.
  • Very good decision-making skills.
  • Advanced analytical thinking skills.
  • Creative thinking skills.
  • Problem solving thinking skills.
  • Strategic thinking.
  • Time Management skills.
  • Delegation skills

Ability/ Attitude: 

  • Work well under pressure
  • Flexible
  • Positive and Self-Motivated 

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