Call Center Manager

Call Center Manager

Job Description

Raya Trade; a subsidiary of Raya Holding for Financial Investments is looking to hire a Call Center Manager with the below responsibilities and qualifications.
Develop and implement call center objectives that align with Raya Trade goals. Analyze call center data to identify trends, opportunities for improvement, and areas for resource allocation. Develop and implement data-driven strategies to enhance call center efficiency, effectiveness, and customer satisfaction. Recruit, hire, train, and coach a high-performing team of call center Team Leaders. Conduct performance reviews, provide ongoing feedback, and implement development plans for the department. Monitor call quality and ensure adherence to customer service standards and Raya Trade policies. Analyze customer feedback to identify areas for improvement and implement changes to enhance the customer experience. Work with IT to maintain call center technology and identify opportunities for system improvements. Work cross-functional with operations industry to achieve call center target. Monitor call center metrics with the team leaders to handle the average customer satisfaction and sales targets Present reports to upper management and communicate key call center insights.

Skills

INTERPERSONAL SKILLS:
Customer oriented Strong communication skills Excellent interpersonal skills Strong negotiation skills Team work Flexibility

TECHNICAL SKILLS:

Strong understanding of call center industry. Strong analytical skills Strategic Planning
Job Location Cairo, Egypt Job Role Customer Service and Call Center Years of Experience Min: 8 Max: 10 Residence Location Egypt Job Role: Customer Service and Call Center Experience: 1 - 3 Years of Experience Job Role: Customer Service and Call Center Experience: 1 - 2 Years of Experience