Skills And Tools:
- Oversee all aspects of team member training and development related to programs and business needs
- Available according to US-based work hours
- Ensure all company policies and procedures are adhered to at the centers. This includes promoting a healthy work environment with respect for all employees
- Oversee performance and quality standard reviews to ensure outcomes meet business expectations
- Provide daily, weekly, and monthly Operations reports on the state of the business performance
- Troubleshoots and creates action plans to quickly and effectively address problems.
- Identifies process improvement opportunities to drive operational efficiencies.
- Monitors all key metrics in support of meeting/exceeding initiative objectives
- Participates in and monitors selection process for SME’s and TL’s
- Supervise subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring
- Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
- Extensive experience in management and operations management in a customer service or call center environment
- Passionate about technology and fitness
- Experience supervising a team to meet or exceed service level agreements.
- Excellent written and verbal English communication skills with the ability to comfortably interact with cross functional teams
- Advanced experience working with Kustomer (or similar helpdesk software), UJET, Slack, G Suite, Excel preferred
- Ability to analyze and interpret qualitative and quantitative data
- Flexibility and versatility in problem analysis and resolution requiring attention to detail
- Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
- Excellent leadership, people management, communication and influencing skills at a senior level
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