Contact Center Manager
SSC Egypt
Employer Active
Posted 3 hrs ago
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Experience
2 - 7 Years
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
1. Customer Experience Excellence
- Ensure delivery of a premium, consistent, and seamless customer experience aligned with the brand positioning of a luxury limo service.
- Develop and implement customer service standards, scripts, and quality assurance processes.
- Handle escalations and ensure timely and satisfactory resolution of customer complaints.
- Continuously identify opportunities to enhance customer satisfaction and loyalty.
2. Contact Center Operations Management
- Lead, coach, and supervise a team of contact center agents to achieve high performance.
- Manage daily operations including call handling, scheduling, workforce planning, and service levels.
- Ensure adherence to SLAs such as response time, call quality, and resolution time.
- Coordinate with internal teams (operations, drivers, dispatch, etc.) to resolve customer issues effectively.
3. KPI Monitoring & Performance Management
- Define, track, and optimize key performance indicators, including:
- Customer Satisfaction (CSAT).
- First Call Resolution (FCR).
- Average Handling Time (AHT).
- Service Level and Response Time.
- Complaint Resolution Rate.
- Conduct regular performance reviews and provide coaching and feedback to agents.
- Implement corrective actions and improvement plans when KPIs are not met.
4. Data Analysis & Reporting
- Monitor contact center performance through data analysis and reporting tools.
- Prepare daily, weekly, and monthly performance reports for management.
- Analyze trends, customer feedback, and operational data to identify gaps and improvement opportunities.
- Use insights to recommend and implement process enhancements.
5. Team Leadership & Development
- Recruit, train, and mentor contact center staff.
- Foster a positive and high-performance team culture.
- Develop training programs to enhance communication, problem-solving, and service skills.
- Conduct regular team meetings and performance evaluations.
6. Process Improvement & Quality Assurance
- Establish and monitor quality assurance frameworks.
- Implement best practices in call center management and customer service.
- Continuously improving processes to increase efficiency and service quality.
Desired Candidate Profile
Qualifications
- Bachelor s degree in Business Administration or a related field.
- 5+ years of experience in contact center operations, with at least 2 years in a managerial role.
- Proven track record of achieving and exceeding customer service KPIs.
- Strong experience in performance management, coaching, and team leadership.
- Proficiency in data analysis, reporting tools, and CRM/contact center systems.
- Excellent communication skills in Arabic and English.
- Strong problem-solving and decision-making abilities.
- Ability to work in a fast-paced, customer-centric environment.
Preferred Skills
- Experience in transportation, logistics, or hospitality industries.
- Familiarity with workforce management tools and call center technologies.
- Strong analytical mindset with attention to detail.
Key Competencies
- Customer-centric mindset.
- Leadership and team development.
- Analytical thinking.
- Operational excellence.
- Problem-solving and decision-making.
- Communication and influence.
Company Industry
- Consulting
- Management Consulting
- Advisory Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Contact Center Manager
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