Call Center Manager

Nola Bakery -
New Cairo, CairoPosted 1 year ago

198Applicants for1 open position

Job Details

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Leading and developing a team of 15-25 associates; responsible for the overall performance management, coordination and evaluation of the team.
Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management

5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 10-15 associates.
Bachelor's degree in business, management, or a related field
Knowledge of performance evaluation and customer service metrics
Demonstrated ability to build, develop and handle a group of people
Ability to support Business and provide solutions to customer pain points
Ability to handle complex and ambiguous scenarios
Ability to organize, prioritize and schedule work assignments
Ability to make administrative and procedural decisions
Demonstrated ability to handle reporting and analysis
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Excellent organizational and leadership skills with a problem-solving ability
Strong interpersonal and communication skills
Confident in using Microsoft Package (especially Excel)
Fluent English skills are required for this role
Experience in Contact Center Operations (Customer Service, Sales, or Collections)