Contact Center Leader

6 months ago

مصر, Egypt Aramex Full time

**Purpose of the Job**:
To manage contact center team to ensure they are fully capable to achieve ultimate customer satisfaction.

**Responsibilities**:

- Act as a first line of contact for Contact Center Executives’ issues or and/or concerns related to customers’ process and escalations.
- Handle high level complaints and/or VIP customers’ requests and inquiries and providing personalized indirect customer service.
- Conduct regular performance review of all Executives and organize training sessions to fill in performance gaps as deemed necessary.
- Monitor and document performance and tardiness results of each executive member and/or team within the contact center and submit the needed report to the manager if required.
- Assist the Contact Center Manager in training, coaching and developing the current and new executives to ensure they always have excellent product knowledge and soft skills.
- Conduct monthly coaching sessions (when required) based on the Quality Assurance’s audits and evaluations to discuss further and emphasize on the executive’s strengths and areas of development. - Facilitate the communication cross functionally among the team members of team and provide counselling when needed.
- Hold monthly meeting with the team and provide the manager with the summary meeting report.
- Set targets for all call center executives within the team in terms of quality and quantity and ensure they achieve and exceed their KPI’s by answering 80% of the calls within 50 seconds.
- Schedule and organize shift and break patterns for the executive members to ensure that customers are never left unattended to and ensure schedules are adhered to fully.
- Identify training and propose training for direct reports
- Communicate and stay aligned with all entities within the station in case of any complaints or inquiries or products updates in order to ensure smooth and appropriate closure of the case.
- Monitor random calls to ensure that due procedures and quality standards are strictly adhered to.
- Monitor daily and real time performance to maintain service level standards and ensure quick response to service failure.
- Monitor and manage call queues and service levels, assist the executives in answering customers’ calls whenever needed.
- Stay informed and updated about all Aramex events, activities, service, products and solutions and communicate to all Contact Center Executive.
- Support the Ops and CMT team in maintaining a high service level and offering the customer a flawless “shipment deliveries” process.
- Review Customers’ feedback in coordination with the “Contact Center” Management to improve the whole company service level.
- Initiate new ideas and strategies to improve performance at the center.
- Managing the Contact Center effectively in order to serve the customer while managing the executives’ performance, schedule, breaks.
- Ensure customer satisfaction by responding on time in a professional manner which will impact indirectly customer retention, revenue and profit.
- Take quick corrective actions against any financial loss practice(s) done by the executive(s).
- Promote internal services to new and active customers. Such as: Shop & Ship services, Pick-up services, etc..

**Job Requirements (Experience and education)**:

- Bachelor’s degree in business or related studies
- 3+ years’ experience in leading teams in a contact center environment
- Fluent English (Conversation and Writing)
- Understanding of contact center KPIs and reporting updates and figures to upper management
- Passionate about Customer centricity
- Ability to work in a fast-paced environment
- Strong communication and decision-making skills

**Work Location**: Abassya

**Company Overview**:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.

  • Spanish Contact Center Team Leader

    6 months ago

    مصر, Egypt Future Group Full time

    **Exciting Opportunity: Spanish Contact Center Team Leader**: Join the forefront of customer support and communication as part of **Future Group**, a globally recognized leader in **Translation & Localization** Services. Established in 1994, we've been carving a niche in the industry, offering tailor-made solutions across North & Latin America, Asia, Europe,...

  • Contact Center Expert

    6 months ago

    مصر, Egypt Orange Full time

    Engineering team resemble one of the highest technical authority inside ESC. - Handling Contact Center design and represent the reference technical point of both the Build/RUN teams. - Help Presales/Sales Channel to tailor and validate the design, help the operational team in their support. - Enable service creation / new offers : Tenant Management O365,...

  • Contact Center Agent

    6 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Agent** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model *** - Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center -...

  • Contact Center Analyst

    6 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Analyst - H2R** **POSITION SNAPSHOT** Location: Cairo, Egypt Company: Nestlé Business Services Full-time Bachelor’s degree, preferably with experience in Data Analytics *** **A DAY IN THE LIFE ** Execute accurately and timely daily operational activities below: - Extract OR reports and operational analysis reports and identify areas...

  • Call Center Agents

    6 months ago

    مصر, Egypt Xceed Contact Center Full time

    We're hiring now for all English Speakers: - Call center Agents - English Speakers B1 / B2 - Males and Graduates - Location : Maadi techology park - Transportation provided after 12 am - Gross Salary : 6000 - Rotational shifts **Job Types**: Full-time, Permanent **Salary**: Up to E£6,000.00 per month

  • Contact Center Agent- Financial Services

    6 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    Contact Center Agent POSITION SNAPSHOT Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model - Provide timely resolution of Financial Services queries (Vendor/Supplier questions) based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center - Ensure the accuracy and timeliness...

  • Customer Service

    6 months ago

    مصر, Egypt Xceed Contact Center Full time

    Xceed is Now hiring English speakers for new account with salary 8000 Gross + Bonus and profit share: Grads only can apply. Rotational shifts 24/7 with 2 days off rotational. Males only. Max age 35 Cairo and Giza residents only. Social and Medical insurance. Location Maadi Technology park Transportation provided for overnight shifts. Overnight...

  • Contact Center Agent

    6 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Agent (French Speaker)** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model *** - Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the NBS...

  • Contact Center Agent

    6 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Agent (Turkish Speaker)** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model *** - Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the...

  • Cisco Contact Center Senior Engineer

    6 months ago

    مصر, Egypt ExpertFlow Full time

    Expertflow is looking for a senior engineer in Cisco contact center solution deployment with solid troubleshooting skills in the Cairo, Egypt region. The core responsibility is to act as a customer representative and work with the team to provide quality support and project implementation. **Responsibilities**: - Work as a senior engineer to implement...

  • Quality Assurance Analyst

    6 months ago

    مصر, Egypt IntouchCX Full time

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • English Contact Center Representative

    6 months ago

    مصر, Egypt Teleperformance Full time

    Teleperformance Egypt is expanding and looking for Fluent English Speakers to join our Team as English Contact Center Representative. If you are a graduate, fluent English speaker, and flexible with rotational shifts, we encourage you to apply! **Benefits**: - Net Salary up to 12.5k including KPI's - Overnight Allowance - Fully Paid Training - Medical &...

  • English Contact Center Representative

    6 months ago

    مصر, Egypt Teleperformance Full time

    Teleperformance Egypt is expanding and looking for Fluent English Speakers to join our Team as English Contact Center Representative. If you are a graduate, fluent English speaker, and flexible with rotational shifts, we encourage you to apply! **Benefits**: - Net Salary up to 12.5k including KPI's - Overnight Allowance - Fully Paid Training - Medical &...

  • Call Center

    6 months ago

    مصر, Egypt Xceed Contact Center Full time

    Customer service vacancy - Salary : 9200 gross - English : Excellent - Graduates - Egyptians - 9 working hours including 1 hour break - Rotational Shifts - Location : Mohandseen - Medical and Social insurance provided - Training 1 month ( Paid ) **Job Types**: Full-time, Permanent Pay: Up to E£9,200.00 per month

  • Head of Hbeg Contact Centers

    7 months ago

    مصر, Egypt HSBC Full time

    -Job description Role Purpose: The role holder will be responsible for managing the relationship with HBEG offshore GSC Call Centre ensuring the site maintain the service standards and operational integrity for the business by acting as WPB channel owner, setting local contact center Sales, Customer experience strategies, Retention, CDD Voice and RFI Voice...

  • Office Manager

    6 months ago

    مصر, Egypt Tabby Full time

    **About us**: - Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 4,500,000 active users choose Tabby to stay in control of their spending and make the most out of their money. Over 15,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale's use...

  • Uk Contact Center Agent Gsc's

    6 months ago

    مصر, Egypt HSBC Full time

    -Job description **Some careers have more impact than others.** If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is,...

  • Project Manager

    6 months ago

    مصر, Egypt Future Group Full time

    Preparing and maintaining project plans, status reports, decision, and issue logs - Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements and cost reduction initiatives - Collaborating with business unit Leads to drive improvements across our three business pillars of Customer,...

  • English Call Center Team Leader

    6 months ago

    مصر, Egypt IDS Full time

    English Call Center Team Leader - English Level B2/C1 - Exp as Team Leader At Least 1year - Location Abbasia - Rotational Shifts and 2 days off - Full Paid Training Preiod - Net Salary 18K **Job Types**: Full-time, Contract, Internship Pay: From E£18,000.00 per month

  • Call Center Customer Service Agent

    6 months ago

    مصر, Egypt Xceed Contact Center Full time

    For Immediate hiring CSR Account Availability working from home after 2 months - English level Very good - Salary 7k - Graduates - Rotational shifts - 6 of october (Smart Village ) - Profit share Allowance - Medical and social insurance **Job Types**: Full-time, Permanent Contract length: 12 months Pay: E£3,600.00 -...