Contact Center Operations Manager tabby

Employer Active

Posted 6 hrs ago

Experience

2 - 7 Years

Job Location

Egypt - Egypt

Education

Bachelor of Arts

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Supervise the daily operations of the contact center, including call handling, email support, live chat, and social media interactions.

  • Collaborate with cross-functional teams to maintain a seamless customer experience across all touchpoints.
  • Support training programs to enhance the skills and knowledge of customer service representatives, ensuring their ability to provide effective solutions.
  • Assist in maintaining operational policies and procedures, ensuring compliance with company standards and local regulations.
  • Contribute to workforce planning, scheduling, and resource allocation to meet customer demand and maintain service levels.
  • Participate in initiatives to optimize customer interaction channels, enhance self-service options, and implement innovative solutions to improve customer engagement.
  • Assist in addressing and resolving escalated customer issues and complaints.
  • Stay updated on industry trends, customer preferences, and emerging technologies.
  • Collaborate with the Head of Contact Center in preparing and presenting regular reports on contact center performance to senior management.

Desired Candidate Profile

  • Assist in managing and mentoring a team of customer service representatives and supervisors to maintain a high-performance work environment.
  • Work closely with the Head of Contact Center to implement strategies for delivering exceptional customer service experiences and meeting or exceeding KPIs and customer satisfaction goals.

Company Industry

  • Banking
  • Financial Services
  • Broking

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Contact Center Operations Manager

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tabby

We are seeking an Operations Manager to support and assist the Head of the Contact Center in managing our customer service operations in Egypt. The Operations Manager will play a critical role in ensuring the smooth and efficient day-to-day functioning of the contact center, contributing to the achievement of key performance indicators and customer satisfaction goals.

Read More

https://tabby.pinpointhq.com/en/jobs/428093