وظائف كول سنتر في مصر

<ul><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Supervise day-to-day contact center operations and ensure agents follow service standards and company policies.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Monitor agents’ performance, schedule, productivity including answer rate, adherence, occupancy rate, agent forecasting, and calls quality.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Provide coaching, feedback, and on-the-job training to improve agent performance and customer experience.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Monthly Tracking for agent KPIs, deliver constructive performance reviews, and implement targeted improvement plans when needed.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Track key performance indicators such as service level, average handling time, first contact resolution, quality score, and customer satisfaction.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Participate in weekly QA calibration meetings with Quality Auditing teams to improve quality calls and agents performance.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Enhance Contact Center Database, including FAQs , Calls Scripts, knowledge base and customer journey tracking.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Handle escalated customer complaints and ensure timely resolution in line with approved processes.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Prepare daily, weekly, and monthly performance reports for the function manager.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp; Support agents with system, process, product, and policy inquiries during live operations.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Collaborate with Quality, Workforce team, Training, Operations, and other departments to improve service quality.</p></li><li><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Promote a positive team environment focused on accountability, professionalism, and continuous improvement.</p></li></ul><p></p><p><strong>Requirements</strong></p><ul><li><p>Bachelor's degree in Business Administration, Commerce, Management, or a related field</p></li><li><p>minimum 5 years of experience including two years in supervisory level or team leader.</p></li><li><p>Excellent command of Microsoft Office (especially Excel and PowerPoint).</p></li><li><p>Good knowledge of CRM and Contact Center systems (e.g., Zendesk, Freshdesk, Odoo, or similar).</p></li><li><p>Very Good experience with call center reporting and performance dashboards</p></li><li><p>Good English level</p></li><li><p>Good in communication Skills.</p></li><li><p>Good presentation skills.</p></li><li><p>Good leadership skills.</p></li></ul><p></p>

Compliance Analysts provides independent, reasonable objective assurance and recommendations to add value and improve operational controls. The Compliance Analyst is expected to constructively work with Operations, Client Service, and other departments, conduct reviews and recommendations on internal controls across the organization. Monitoring of calls for compliance purposes; targets may vary as directed by management Daily/weekly/monthly reports and other communication materials to highlight quality/compliance metric performance achievements and identify areas of opportunities with risks Input data pertinent to quality and compliance measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance. Support compliance monitoring solutions, identify risks and report them appropriately Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine compliance needs and provide recommendations on continual process improvement. Identify and report any required training issues to department management and trainers. Take an active part in the evolution of the attribute document Identify changes that need to be made to our evaluation tool Create and update standards as appropriate Create scripting and resources for agents when requested or needed Provide in-depth comments on evaluations for manager coaching Train new members that join our team Follow up with issues identified to ensure they are resolved Contributes to Compliance scorecard evaluations used in monthly, quarterly, and annual performance reviews. Team Accountability - weekly progress report with action items Attend and actively participate in weekly calibration and facilitation on a rotational basis Compliance Orientation for New Hires - as needed Compliance Orientation for Cross Skilling of agents - as needed Perform other duties and special projects as assigned to monitor compliance and fraud activities. Minimum 1-year previous experience as a Compliance and/or Risk Analyst or similar role conducting reviews of calls and/or internal controls (for External). Experience in healthcare BPO work is an advantage. Intermediate knowledge in MS Office especially MS Excel Knowledge of system/data vulnerabilities, preferred Some knowledge of regulatory environments and requirements, preferred Strong interpersonal communication skills Effective oral and written communication skills Team-oriented and Self-motivated Performance-oriented and Results - Oriented

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>About Agoda</strong></p><br><p>At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.&amp;nbsp;&amp;nbsp;</p><br><p>&amp;nbsp;</p><br><p>Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.</p><br><p>&amp;nbsp;</p><br><p>No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.</p><br><br><p><strong>Get to know our team</strong><br>The Customer Experience Group (CEG) Technology team ensures the smooth running of information systems across a global network of multi-channel contact centers. We support colleagues across multiple sites in different countries, whether they are in the office, working remotely, or traveling, and we make sure our tools and systems enable everyone to stay connected and serve our customers effectively.</p><br><p><strong>The Opportunity</strong><br>We are looking for a results data-driven Technical Contact Center Support Specialist to join our CEG Tech team. In this role, you will support modern contact center platforms and internal tools, help resolve system and booking-related issues, and act as an escalation point for our contact center teams and partners.</p><br><p>This position primarily covers business off hours of APAC time zone.</p><br><p><strong>Job Summary</strong><br>Support the stability, efficiency, and continuous improvement of contact center operations by troubleshooting systems, managing escalations and incidents, coordinating with internal and external stakeholders, and supporting operational projects. The role serves as a key link between contact center teams, IT, Technology, Product, Operations, vendors, and partner teams.</p><br><strong>Key Responsibilities</strong><strong>1. Contact Center Support and Troubleshooting</strong><ul><li><p>Provide first-level technical and operational support to contact center through chat and email.</p><br></li><li><p>Assist with system setup, access, configuration, and troubleshooting for contact center tools and related systems.</p><br></li><li><p>Resolve issues promptly to minimize disruption to contact center operations.</p><br></li><li><p>Work with local IT teams to monitor and maintain relevant systems and take appropriate action when technical alerts or alarms occur.</p><br></li></ul><strong>2. Escalation and Incident Management</strong><ul><li>Investigate escalations related to bookings, systems, contact center tools, and operational processes.</li><li>Conduct initial root-cause analysis and provide clear, timely feedback to stakeholders.</li><li>Escalate complex issues to specialized Product, Technology, Operations, or vendor teams when required.</li><li>Act as a key escalation point and coordinator during contact center system breakdowns, technical outages, and major product incidents.</li><li>Coordinate incident resolution with internal technology, local IT, operations, and vendor teams in line with established procedures and on-call schedules.</li></ul><strong>3. System Monitoring and Continuous Improvement</strong><ul><li>Monitor contact routing and related systems to identify service disruptions, performance issues, and operational risks.</li><li>Investigate recurring problems and recommend corrective or preventive actions.</li><li>Work with external partners and vendors to implement system fixes, enhancements, and reliability improvements.</li><li>Support post-incident reviews and ensure lessons learned are incorporated into future processes and system improvements.</li></ul><strong>4. Improvement Projects and Change Support</strong><ul><li>Manage small-scale contact center improvement projects, from gathering business requirements and coordinating testing to supporting deployment and post-implementation handover.</li><li>Coordinate with relevant stakeholders to support solution design, testing, user acceptance testing, and deployment.</li><li>Validate changes after release and ensure successful handover to the responsible operational or support teams.</li><li>Communicate process and system changes clearly to affected users.</li></ul><strong>5. Documentation and Knowledge Management</strong><ul><li>Create, maintain, and update internal documentation, guidelines, standard operating procedures, and incident playbooks.</li><li>Document solutions, recurring issues, and lessons learned from historical tickets and incidents.</li><li>Ensure support materials remain accurate, clear, and accessible to agents, team leaders, and relevant support teams.</li><li>Contribute to knowledge sharing and continuous improvement across the contact center support function.</li></ul><strong>What you’ll need to succeed/Requirement</strong><ul><li>At least 2 years of experience in a contact center, IT support, or technical operations role, ideally supporting customer-facing teams or platforms.</li><li>Hands-on experience with contact center or workforce tools (for example, cloud-based contact center platforms, ticketing systems, reporting tools, or similar technologies).</li><li>Strong practical experience in basic IT troubleshooting and optimization, including familiarity with common office applications and remote work tools.</li><li>Experience working in data-centric environments, such as creating and reviewing reports, aggregating data, and using insights to identify problems and suggest solutions.</li><li>A strong analytical mindset with high attention to detail and a structured approach to problem solving, with the use of internal SQL query tools such as tableau, superset, metabase etc.</li><li>Customer service mindset with the ability to balance speed and quality when resolving issues.</li><li>Ability to work well with others, build relationships across teams, and communicate clearly with both technical and non-technical stakeholders.</li><li>Positive and open attitude, with a desire to learn, take ownership, and grow within a challenging and fast-paced environment.</li><li>Participate in an on-call or rotation schedule for incident handling (if required).</li><li>Excellent verbal and written communication skills in English.</li></ul><p><br><strong>Equal Opportunity Employer</strong></p><br><p>At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.</p><br><p>We may keep your application on file so that we can consider you for future vacancies, and you can always ask to have your details removed from the file. For more details please read our privacy policy.</p><br><p>To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other company location. Agoda is not responsible for any fees related to unsolicited resumes.</p><br><p>#Cairo #Egypt</p><br><p>&amp;nbsp;</p><br><p>&amp;nbsp;</p><br>&amp;nbsp;<span>Please review our Hiring Process Guidelines before your interview — click <span>here</span> to learn how interviewing at Agoda works.</span><p>&amp;nbsp;</p><br><p>&amp;nbsp;</p><br><strong>Discover more about working at Agoda</strong><ul><li>Agoda Careers&amp;nbsp;https://careersatagoda.com</li><li>Facebook&amp;nbsp;https://www.facebook.com/agodacareers/</li><li>LinkedIn&amp;nbsp;https://www.linkedin.com/company/agoda</li><li>YouTube&amp;nbsp;https://www.youtube.com/agodalife</li></ul><p>&amp;nbsp;</p><br><p><strong>Equal Opportunity Employer&amp;nbsp;</strong></p><br><p>At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.</p><br><p>We&amp;nbsp;will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.</p><br><p><strong>Disclaimer</strong></p><br><p>We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.</p><br><br> </div>

<p>We are seeking an experienced and results-driven Call Center Supervisor to oversee the daily operations of our customer service and patient support team. The ideal candidate will have a strong background in the healthcare or medical sector, proven leadership skills, and the ability to drive team performance while ensuring exceptional patient and customer experience.</p>

<p><br></p><p>What You'll Do: As a Business Development Executive, you'll be the driving force behind our sales efforts, responsible for identifying new prospects, nurturing relationships, and closing deals. From conducting market research to delivering captivating presentations, you'll play a pivotal role in expanding our client base and driving revenue growth.</p><p>Key Responsibilities:</p><ul><li>Proactively seek out new sales opportunities through a variety of channels, including cold calling, networking, and social media.</li><li>Conduct in-depth market research to identify potential clients and assess their needs.</li><li>Cultivate positive relationships with clients, listening attentively to their requirements and providing tailored solutions.</li><li>Arrange and conduct client meetings, showcasing the value proposition of Future Group's services through compelling presentations.</li><li>Negotiate and finalize deals, ensuring customer satisfaction and addressing any concerns or objections along the way.</li><li>Stay abreast of industry trends and competitor activities, identifying opportunities for service improvement and innovation.</li><li>Collaborate closely with internal teams to gather feedback, share insights, and drive continuous improvement.</li><li>Maintain regular reporting and review processes to track sales performance and progress towards targets.</li></ul><p>What You Bring to the Table:</p><ul><li>Excellent to Fluent English skills, with a flair for communication and persuasion.</li><li>Minimum of 2 years of B2B sales experience, or a combination of B2B and English call center experience.</li><li>Previous experience in the localization industry is a definite plus, but not a requirement.</li><li>Previous experience in the Gulf Area.</li><li><br></li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>Excellent to Fluent English skills, with a flair for communication and persuasion.</li><li>Minimum of 2 years of B2B sales experience, or a combination of B2B and English call center experience.</li><li>Previous experience in the localization industry is a definite plus, but not a requirement.</li><li>Previous experience in the Gulf Area.</li><li>Outspoken personality with a natural ability to engage and connect with others.</li><li>Strong presentation skills, with the ability to articulate complex ideas in a clear and compelling manner.</li></ul>

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The company specializes in customized, consultative outsourcing solutions that address the unique needs of each client, enabling them to focus on their core business. ETISAL International emphasizes high-quality, innovative services supported by industry best practices and advanced technologies. The organization values cultural understanding, human capital, transparency, flexibility, integrity, and a strong passion for service. Its team is committed to consistently enhancing management and operational standards to exceed client expectations.<br>Role Description The Customer Support Representative [Outbound / Follow-Up] is a full-time, on-site role based in Cairo, Egypt. This role is responsible for making outbound calls to existing and prospective customers to provide follow-up support, clarify inquiries, and ensure a positive service experience. Daily tasks include handling customer concerns, updating customer records, documenting interactions accurately, and escalating issues when needed. The representative will work closely with team members and supervisors to meet performance targets and maintain high levels of customer satisfaction. The role requires adherence to company policies, call quality standards, and professional communication at all times.<br>Qualifications<br> <br>Customer Support and Customer Service skills, with the ability to handle outbound and follow-up interactions professionally. Customer Satisfaction focus, including empathy, active listening, and a commitment to resolving concerns effectively. Strong Communication skills, both verbal and written, in a clear and courteous manner. Troubleshooting capabilities, including identifying issues, proposing solutions, and escalating complex cases appropriately. Previous experience in call centers, BPO, or customer-facing roles is beneficial. Fluency in Arabic and good command of English is preferred. Basic computer literacy and ability to work with CRM or call center systems. Ability to work on-site in Cairo, Egypt, in rotating shifts as required. Strong work ethic, reliability, and a customer-focused mindset.

Role Description The Telesales Supervisor is a full-time, on-site role based in Qesm Heliopolis. This position oversees a telesales team, ensuring daily targets and performance metrics are met through effective coaching, guidance, and support. Key responsibilities include monitoring call activities, reviewing sales pipelines, and providing feedback to enhance conversion rates and customer satisfaction. The Telesales Supervisor will collaborate with management to develop sales strategies, implement promotional campaigns, and prepare regular performance reports. The role also involves resolving escalated customer issues, coordinating with operations and logistics teams, and maintaining accurate records in sales and CRM systems.<br>Qualifications<br>Strong Communication and Customer Service skills to manage calls, handle inquiries, and support positive client relationships. Proven Team Management and Team Leadership abilities to supervise telesales staff, set goals, and drive performance. Solid Analytical Skills to review sales data, track KPIs, and identify opportunities for process and revenue improvement. Experience in telesales, inside sales, or contact center environments, preferably within transportation, logistics, or related industries. Ability to manage time effectively, and remain organized in a high-volume call environment. Proficiency with CRM and call management tools, along with basic computer and reporting skills. Relevant diploma or bachelor’s degree in Business, Marketing, or a related field is preferred.

Company Description ABM car service center is a customer-focused automotive service provider specializing in vehicle maintenance, repair, and care. The company is committed to delivering reliable, high-quality services that help customers keep their vehicles safe, efficient, and performing at their best. ABM emphasizes transparent communication, honest recommendations, and long-term relationships with customers. Team members collaborate closely to provide a seamless service experience from initial inquiry to post-service follow-up. The organization values professionalism, integrity, and continuous improvement in both technical service and customer support.<br>Role Description This is a full-time remote role for a Sales Professional at ABM car service center. The Sales Professional will handle inbound and outbound customer inquiries, present appropriate service packages, and clearly explain maintenance and repair options. Daily tasks include responding to calls, emails, and online messages, preparing digital quotes, scheduling service appointments with on-site teams, and following up with customers to confirm satisfaction and encourage repeat business. The role also involves building strong relationships with new and existing customers, maintaining accurate records in CRM or booking systems, and collaborating with service advisors and technicians to ensure that customer expectations match service delivery. The Sales Professional will be expected to meet sales targets, contribute ideas to improve sales processes, and represent ABM’s brand with professional, respectful communication at all times.<br>Qualifications<br> <br>Strong customer service and relationship-building skills, with the ability to communicate clearly and professionally in writing and over the phone. Sales, negotiation, and upselling capabilities, including experience converting inquiries into confirmed bookings or service packages. Basic understanding of automotive services (maintenance, repair, diagnostics) or willingness to learn quickly to explain offerings accurately. Comfort with remote work tools, CRM or booking systems, and general digital communication platforms (email, chat, video conferencing). Ability to work independently, manage time effectively, and consistently meet or exceed individual and team sales goals. High level of integrity, reliability, and attention to detail in documenting customer interactions and service agreements. Prior experience in sales, call center, or automotive service environments is beneficial but not required. Relevant education or training in business, marketing, or a related field is a plus; equivalent practical experience is also valued.

<ul><li><p>Manage the full recruitment cycle for Arabic call center positions.</p></li><li><p>Source candidates through job portals, social media, employee referrals, and recruitment databases.</p></li><li><p>Screen resumes and conduct initial phone interviews to assess candidates' qualifications and communication skills.</p></li><li><p>Build and maintain relationships with universities, recruitment agencies, and external talent sources.</p></li><li><p>Participate in recruitment events, job fairs, and employer branding initiatives.</p></li><li><p>Ensure a positive candidate experience throughout the hiring process.</p></li></ul><p></p>