Solution Center Lead

2 weeks ago

Cairo, Cairo, Egypt Envision Employment Solutions Full time
  • Manage the day-to-day performance of the Solution Center operations to deliver a best in class service, meeting or exceeding all KPIs
  • Deliver the agreed Solution Center operations within agreed budgets, service levels and business targets
  • Work with all key stakeholders to build the strategy for the development of the Solution Center, staying abreast of new practices and technologies, and ensuring that the entity gains and maintains recognition for the high quality of customer service
  • Lead, inspire and co-ordinate the Solutions Center team at all levels to create motivated and engaged colleagues
  • Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
  • Provide management with periodic performance reports for Solution Center operations
  • Be responsible for the end-to-end quality and control process covering Solution Center agent's performance and actions
  • Manage and entertain all issues and complaints raised by customers
  • Responsible for the recruitment, training, induction and coaching strategy across the Solution Center
  • Work closely with HR, L&D and Training delivery teams, taking responsibility for the ongoing development of all levels of Solution Center colleagues

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