Operations Call Center Manager

2 weeks ago


مصر, Egypt NOK Human Capital Full time

Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operationsCarrying out needs assessments, performance reviews and cost/benefit analysesSetting and meeting performance targets for speed, efficiency, sales and quality.Ensuring all relevant communications, records and data are updated and recorded.Advising clients on products and services available.Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.Maintaining up-to-date knowledge of industry developments and involvement in networks.Monitoring random calls to improve quality, minimize errors and track operative performance.Coordinating staff recruitment and liaising with Talent Acquisition staff.Reviewing the performance of staff, identifying training needs and planning training sessions.Recording statistics, user rates and the performance levels of the center and preparing reports.Handling the most complex customer complaints or inquiries.Organizing staffing, including shift patterns and the number of staff required to meet demand.Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
7+ years in running call center operations for different services and functions - minimum agent base 20Recording on CRM systems preferably Sales force and reporting in ExcelBuilding call center process and monitoring qualityExperience in different services - sales, customer service, complaints, collection... etcExperience in different roles
- agent, quality, process improvement, recruitment and supervisory and managerial rolesWorking Hours : 10 AM to 6 PMLocation: Heliopoles.
A newly established Egyptian S.A.E company, came to life in February 2018. We are targeting a real change in the Human Resource operations game. We are not fans of hit and run business models. We plan to fly on a different altitude than others. Targeting a long-term partnership with both employees and employers. Our name and logo speak a lot about us and represents our DNA. We are a caliber-focused organization. We believe in humans and their power in controlling success and future of their organizations. We trust that human capital is the prime capital of any organization, investing in the right way in this capital, will ensure the over achievement of targeted and desired organization’s development. No matter if your organization is a customer centric, cost centric, profit centric. It only matters either you are a people centric organization or not. We are part of the leading “NOX Holding” group, counting on our sister companies’ strong portfolios & networks in IT “HW & SW”, logistics & facilities management - give us an edge with our tailored solutions that make it easier, faster, effective and cost efficient to our partners.


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