وظيفة منسق مركز الاتصال بمدينة زويل

نبذة مختصرة عن مدينة زويل
مدينة زويل للعلوم والتكنولوجيا والابتكار هي مؤسسة تعليمية بحثية غير هادفة للربح في مصر، أسسها العالم الراحل الحائز على نوبل د. أحمد زويل عام 2011. تهدف إلى بناء جيل جديد من العلماء وتطوير البحث العلمي عبر معاهد متطورة وجامعة بحدائق أكتوبر، لخدمة التنمية المستدامة والاقتصاد القائم على المعرفة

Job Details
Experience Needed:

2 to 5 years
Career Level:

Experienced (Non-Manager)
Education Level:

Bachelor's Degree
Salary:

Confidential

Job Description
Zewail City is seeking a Call Center Coordinator to establish, manage, and continuously improve the University Call Center. The role is critical in ensuring accurate, timely, and consistent responses to inquiries, with the ability to scale operations efficiently during peak admissions periods.

Key Responsibilities

• Lead and oversee day-to-day call center operations to ensure service excellence
• Develop, maintain, and control approved call scripts, FAQs, and response guidelines
• Coordinate closely with Admissions, Finance, Registrar, and other relevant units to ensure accuracy and consistency of information
• Recruit, train, schedule, and supervise internal call center agents and seasonal student callers
• Plan and manage operational scaling during admissions peak periods
• Monitor call quality, service levels, and response times against defined standards
• Review call recordings and provide regular coaching, performance feedback, and corrective actions
• Handle escalated cases and sensitive or complex inquiries professionally
• Prepare concise monthly reports on call volumes, trends, performance metrics, and key issues for senior management

Job Requirements
Qualifications

• Bachelor’s degree required; fluent English and Arabic languages
• Experience in student services, admissions, customer service, or call center operations
• Proven ability to manage teams and high-volume workflow

Skills & Competencies

• Strong communication and coordination skills
• High attention to accuracy and detail
• Good judgment and escalation management
• Training capability
• Ability to perform under peak-season pressure

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