Contact Center Manager

5 days ago

مصر, Egypt Abou Ghaly Motors Full time

**Job Information**:
Number of Positions

**1**
***

Business Line

**AGM Holding**
***

**Required Skills**:

- contact centerCity

**Cairo**
***

State/Province

**Cairo**
***

Country

**Egypt**
***

Zip/Postal Code

**11311**
***
- Establish and enforce policies regarding employee conduct and communication etiquette.
- Set goals and objectives for the call center and monitoring performance to ensure that objectives are met.
- Develop strategies to improve customer satisfaction and loyalty through better service, faster response times, and increased transparency.
- Ensure that agents have access to the necessary technology to perform their jobs efficiently.
- Monitor call volume during high traffic periods to ensure that all calls are answered in a timely manner.
- Monitor the performance of agents to ensure that they are providing quality customer service.
- Develop, document, implement and assure compliance with consistent quality standards, procedures, and specifications as outlined in the Quality Management Plan.
- Monitor and identify gaps in daily operations including but not limited to the areas of image review/certification, customer service activities and interactions, payment processing, records management, data collection, reporting and staff management.
- Create and implement training programs for new hires or existing staff members on topics such as customer service, conflict resolution, and ethics.
- Oversee the hiring process for new agents, including reviewing resumes, conducting interviews, and making hiring recommendations.

**Requirements**:

- Bachelor’s degree of any discipline.
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
- Some Proven experience as call center manager or similar position
- 7-10 years’ experience in a similar role (call center or customer service environment) preferably in a multinational organization.
- 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 and call center equipment/software programs.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills with a problem-solving ability.
- Positive and patient.
- Fluent English verbal and written.
- Fluent Arabic verbal and written.

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