Job Overview
- Experience Level
- +3 years
- Employment Type
- Full-time
- Workplace Type
- Not specified
- Location
- Cairo
- Job function
- Customer Service
- Application Deadline
- 31 May 2022
About the Role
Develop objectives for the operations control center day-to-day activities.
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
Understand the regulatory and compliance environment in which they are operating, particularly in relation to the relationship with customers and agency staff.
Be responsible for implementing processes and optimizing strategies involving the real-time fleet capacity
Have a data-sensitive approach to decision making
Give a structured and actionable daily feedback to the ops manager
Analyze daily and weekly operations metrics with a macro view of the long-term success of the country
Collect and analyze call-center statistics (costs, service level, customer and courier service metrics, team happiness etc.)
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve email management, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Job responsibilities:
Requirements
Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office, G-docs and call center equipment/software programs
Outstanding communication and interpersonal skills