Department: Customer Experience
Employment Type: Full Time
Location: Egypt
Description
Position Overview:
We are seeking an Operations Manager to support and assist the Head of the Contact Center in managing our customer service operations in Egypt. The Operations Manager will play a critical role in ensuring the smooth and efficient day-to-day functioning of the contact center, contributing to the achievement of key performance indicators and customer satisfaction goals.
The Operations Manager will work closely with the Head of Contact Center to ensure the delivery of exceptional customer service experiences while maintaining efficient day-to-day operations. This role provides an excellent opportunity to contribute to the success of the contact center and enhance customer satisfaction.
Key Responsibilities
Responsibilities:
- Assist in managing and mentoring a team of customer service representatives and supervisors to maintain a high-performance work environment.
- Work closely with the Head of Contact Center to implement strategies for delivering exceptional customer service experiences and meeting or exceeding KPIs and customer satisfaction goals.
- Supervise the daily operations of the contact center, including call handling, email support, live chat, and social media interactions.
- Collaborate with cross-functional teams to maintain a seamless customer experience across all touchpoints.
- Support training programs to enhance the skills and knowledge of customer service representatives, ensuring their ability to provide effective solutions.
- Assist in maintaining operational policies and procedures, ensuring compliance with company standards and local regulations.
- Contribute to workforce planning, scheduling, and resource allocation to meet customer demand and maintain service levels.
- Participate in initiatives to optimize customer interaction channels, enhance self-service options, and implement innovative solutions to improve customer engagement.
- Assist in addressing and resolving escalated customer issues and complaints.
- Stay updated on industry trends, customer preferences, and emerging technologies.
- Collaborate with the Head of Contact Center in preparing and presenting regular reports on contact center performance to senior management.
Skills, Knowledge and Expertise
Qualifications:
- Bachelor's degree in Business Administration or a related field.
- 10 years of experience in contact center management, with 5 years of experience in a leadership role (e.g., supervisor or team lead) or minimum 2 years as Operation Manager or equivalent managing inbound team.
- Knowledge of customer service principles, call center operations, and customer experience management.
- Proven ability to contribute to KPIs related to customer satisfaction, response times, and resolution rates.
- Strong communication skills in English and Arabic, both written and verbal.
- Familiarity with customer relationship management (CRM) software and contact center technology.
- Leadership and team management abilities, with the ability to motivate and develop a diverse team.
- Problem-solving skills and a customer-centric mindset.
- Knowledge of local regulations and cultural nuances affecting customer interactions in the Middle East market.