Call Center Manager Jobs In Egypt And Career In Arabian Group for Business and Marketing Solutions Vacancies In Cairo 2015
Employer Arabian Group for Business and Marketing Solutions
Job Title Call Center Manager
Vacancy Deadline(mm/dd/yy) 8/23/2015
Languages Arabic, Excellent
English, Very Good
Country Egypt
City Cairo
Job Category Administration, Call Center, Telemarketing
Job Type Full Time
Job Level Managerial
•Provide daily leadership, management and coaching of our call center teams.•Monitor queue and track inbound calls. Develop consistent group and individual reporting. Keep agents and management informed of progress of inbound calls, calls waiting, answer and abandonment rate, etc.•Report on volumes and performance vs. KPI’s on a weekly, monthly and quarterly basis. Make recommendations based on data insights.•Creates an effective work environment by developing a common purpose, setting clear objectives, promoting teamwork, recognizing success and encouraging open communication.•Identifying problems and trends, improving our internal tools, determining root causes of customer complaints and concerns, and executing solutions.•Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and customer and employee retention.•Create a customer-centered culture focused on meeting and exceeding customer service and productivity expectations, metrics driven solutions and optimal results.•Analyze call center metrics, service levels and other performance indicators and recommend initiatives to improve service levels, the work environment and to reduce expenses.•Coordinate and collaborate with our software team to make our software more agile and user-friendly.•Develop, coach and motivate employees.•Manage employee satisfaction through frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations.•Other business management work as needed.•Presents continuous improvement recommendations and implements them to achieve the most effective/efficient workflow, productivity levels
Qualifications •College degree in business administration, finance/accounting or related field required. •Experience at similar position from 4-6 years. •Bachelor of Business Administration or any related discipline. •Prior management experience leading a call center or customer care organization required preferable in a complex, matrices organization. •Must have a demonstrated ability to lead change and industry-leading process design experience. •Strong technical aptitude, ability to work in a team, communication and influence capabilities, attention to detail and interpersonal skills are essential. •Demonstrated proficiency in computer skills, Windows operating systems, Microsoft applications/spreadsheets, customer relationship management and sales tools. •Excellent communication and data analytic •Ability to multi-task and work in a fast-paced environment
Gender Any
Car owner Any
Experience 6 - 9 Years.
Compensations Social & Medical Insurance
Salary (L.E.) Negotiable
Job Contact Email Qualified calibers, kindly send your updated CV to hr@awfarmarket.com mentioning the Job Title in the E-mail subject
Call Center Manager Jobs In Egypt And Career In Arabian Group for Business and Marketing Solutions Vacancies In Cairo 2015
Employer Arabian Group for Business and Marketing Solutions
Job Title Call Center Manager
Vacancy Deadline(mm/dd/yy) 8/23/2015
Languages Arabic, Excellent
English, Very Good
Country Egypt
City Cairo
Job Category Administration, Call Center, Telemarketing
Job Type Full Time
Job Level Managerial
•Provide daily leadership, management and coaching of our call center teams.•Monitor queue and track inbound calls. Develop consistent group and individual reporting. Keep agents and management informed of progress of inbound calls, calls waiting, answer and abandonment rate, etc.•Report on volumes and performance vs. KPI’s on a weekly, monthly and quarterly basis. Make recommendations based on data insights.•Creates an effective work environment by developing a common purpose, setting clear objectives, promoting teamwork, recognizing success and encouraging open communication.•Identifying problems and trends, improving our internal tools, determining root causes of customer complaints and concerns, and executing solutions.•Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and customer and employee retention.•Create a customer-centered culture focused on meeting and exceeding customer service and productivity expectations, metrics driven solutions and optimal results.•Analyze call center metrics, service levels and other performance indicators and recommend initiatives to improve service levels, the work environment and to reduce expenses.•Coordinate and collaborate with our software team to make our software more agile and user-friendly.•Develop, coach and motivate employees.•Manage employee satisfaction through frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations.•Other business management work as needed.•Presents continuous improvement recommendations and implements them to achieve the most effective/efficient workflow, productivity levels
Qualifications •College degree in business administration, finance/accounting or related field required. •Experience at similar position from 4-6 years. •Bachelor of Business Administration or any related discipline. •Prior management experience leading a call center or customer care organization required preferable in a complex, matrices organization. •Must have a demonstrated ability to lead change and industry-leading process design experience. •Strong technical aptitude, ability to work in a team, communication and influence capabilities, attention to detail and interpersonal skills are essential. •Demonstrated proficiency in computer skills, Windows operating systems, Microsoft applications/spreadsheets, customer relationship management and sales tools. •Excellent communication and data analytic •Ability to multi-task and work in a fast-paced environment
Gender Any
Car owner Any
Experience 6 - 9 Years.
Compensations Social & Medical Insurance
Salary (L.E.) Negotiable
Job Contact Email Qualified calibers, kindly send your updated CV to hr@awfarmarket.com mentioning the Job Title in the E-mail subject
Call Center Manager Jobs In Egypt And Career In Arabian Group for Business and Marketing Solutions Vacancies In Cairo 2015
