Call Center Jobs in Egypt

We are hiring a professional Customer Support and Business Operations Representative to support a US-based company.<br>Compensation: $3 USD per hour, paid in EGPSchedule: Full-time, more than 30 hours per week Working hours: Must be available between 8:00 AM and 8:00 PM EST based on the assigned schedule Location: Remote, Egypt<br>Responsibilities<br>Answer incoming customer and vendor calls Handle customer inquiries and follow-ups Communicate professionally with vendors and customers Maintain accurate notes and update records Follow company procedures and escalation guidelines Coordinate with the internal team to resolve customer issues Represent the company professionally on every call<br>Requirements<br>Excellent spoken and written English Confident and professional phone communication Previous customer service, call center, or business support experience Comfortable communicating with US customers and vendors Reliable, organized, and able to work independently Quiet workspace, stable internet, and a reliable computer Availability during the required US working hours

We are hiring a professional Customer Support and Business Operations Representative to support a US-based company.<br>Compensation: $3.50 USD per hour, paid in EGPSchedule: Full-time, more than 30 hours per week Working hours: Must be available between 8:00 AM and 8:00 PM EST based on the assigned schedule Location: Remote, Egypt<br><br>Responsibilities<br>Answer incoming customer and vendor calls Handle customer inquiries and follow-ups Communicate professionally with vendors and customers Maintain accurate notes and update records Follow company procedures and escalation guidelines Coordinate with the internal team to resolve customer issues Represent the company professionally on every call<br>Requirements<br>Excellent spoken and written English Confident and professional phone communication Previous customer service, call center, or business support experience Comfortable communicating with US customers and vendors Reliable, organized, and able to work independently Quiet workspace, stable internet, and a reliable computer Availability during the required US working hours

Company Description Future Group Language Solutions is a global leader in innovative digital experience solutions, combining human expertise with advanced AI technology. With more than 30 years of experience, our services help individuals and organizations communicate across cultures and expand their global reach. Guided by Shariah-compliant values, we offer comprehensive solutions in technology, language, and multicultural marketing. Committed to empowering businesses, especially in emerging markets, we focus on delivering sustainable growth and meaningful connections.<br>Role Description This is a full-time on-site role for a Call Center Team Lead, based in Cairo, Egypt. The Call Center Team Lead will oversee daily operations, manage a team of customer service representatives, and ensure that the highest level of customer satisfaction is achieved. Responsibilities include monitoring team performance, conducting training sessions, implementing strategies to improve efficiency, resolving escalated customer issues, and providing regular performance updates to management. Collaboration, communication, and team motivation will be key aspects of this role.<br>Qualifications Strong Interpersonal and Communication skills for effective team leadership and customer interaction Proficiency in Analytical Skills to assess team performance, monitor metrics, and develop actionable solutions+1 year of experience in customer service and ensuring high levels of customer satisfaction as a Team Leader. Proven ability to work collaboratively in a fast-paced, on-site environment Prior experience in leadership or supervisory roles in a call center environment is preferred Fluency in English and Arabic is an advantage A bachelor's degree in Business Administration, Management, or a related field is desirable<br>Work Conditions: Onsite working module US time zone

About the Role We are looking for an experienced HR Manager to lead our human resources function in a fast-paced BPO/call center environment. You will partner with operations to drive talent acquisition, employee engagement, performance management, and retention while ensuring full compliance with local labor regulations. This role requires a strategic operator who can balance high‑volume recruitment with a strong focus on people development and culture.<br><br>Key Responsibilities Oversee the full HR cycle: recruitment, onboarding, performance management, compensation, training, employee relations, and offboarding. Lead high‑volume recruitment for call center roles (agents, team leads, QA, supervisors) and manage workforce planning to meet operational demands. Design and implement retention strategies to reduce attrition, including engagement surveys, recognition programs, and career development paths. Manage employee relations, conflict resolution, and disciplinary actions while ensuring adherence to labor laws and company policies. Drive performance review cycles, support managers in KPI setting, and coordinate training initiatives to upskill teams. Act as a trusted HR business partner to operations and other departments, providing data‑driven insights and workforce analytics.<br>Requirements Bachelor’s degree in HR, Business, Psychology, or a related field.5+ years of progressive HR experience, with at least 2–3 years in an HR Manager or senior HR leadership role. Proven experience in the BPO / call center industry. Strong track record of high‑volume recruitment (e.g., 50+ positions per month) and workforce planning. Fluent in English (business level, both written and spoken) – able to communicate effectively with global stakeholders and prepare reports in English. Solid knowledge of labor laws and HR best practices. Excellent communication, negotiation, and cross‑functional collaboration skills.

Company Description Seegal Agency is a growing organization focused on delivering effective, customer-centered services across a variety of sectors. The agency values clear communication, professional integrity, and strong client relationships. Team members are encouraged to contribute ideas, collaborate, and continuously improve service quality. Seegal Agency offers opportunities to develop skills in sales, customer support, and client management, and supports career growth for dedicated professionals. Role Description The Telesales Specialist is a full-time, on-site role based in El Mansoura. This position is responsible for making outbound and receiving inbound calls to present products or services, understand customer needs, and close sales in line with set targets. Day-to-day tasks include following up on leads, maintaining accurate records in CRM or call-tracking systems, and handling customer inquiries with a focus on building long-term relationships. The Telesales Specialist will collaborate with the sales and customer support teams, participate in regular training, and provide feedback on customer trends and opportunities. The role also involves meeting performance metrics, adhering to call scripts and guidelines when required, and representing Seegal Agency in a professional, service-oriented manner. Qualifications Strong Communication skills, including clear telephone etiquette and the ability to explain products and services effectively. Proven Sales experience or aptitude, with the ability to handle objections, negotiate, and close deals. Customer Service and Customer Support skills to manage inquiries, resolve issues, and maintain positive client relationships. Ability to participate in and benefit from Training, with openness to coaching and continuous improvement. Basic computer literacy and experience using CRM or call center software. Goal-oriented mindset with the ability to work toward individual and team targets in a fast-paced environment. Strong organizational skills, attention to detail, and reliability in maintaining accurate records. Prior telesales, call center, or retail sales experience is an advantage. High school diploma or equivalent; further education in business, marketing, or related fields is a plus.

???? We’re Hiring: Telesales Agent – GCC & International Markets<br><br>We’re looking for Telesales Agents to join our team and handle customers across GCC & International markets.<br><br>Requirements<br><br> 6 months – 1 year of experience in Telesales / Sales / Call Center Sales English level: B1+ or above Strong spoken English and communication skills GCC/Saudi accent or language is a strong advantage Strong persuasion and negotiation skills Target-driven, energetic, and motivated Comfortable handling sales calls and communicating with international customers Undergraduates are welcome to apply<br> <br>Handle inbound and outbound sales calls Communicate with customers across GCC & international markets Understand customer needs and recommend suitable solutions Follow up with leads and close sales Achieve monthly sales targets and KPIs<br><br>What We Offer<br><br>Competitive salary + Bonus Sales training and development Career growth opportunities Dynamic and supportive work environment<br><br>???? Location: Nasr City, Cairo<br><br>???? If you have telesales experience, B1+ English, and strong communication skills, we want to hear from you!<br><br>???? Apply now via Linked In Easy Apply and submit your updated CV.<br><br>#Hiring #Telesales #Sales Jobs #GCCMarket #International Sales #English Speaker #Call Center Jobs #Undergraduates #Egypt Jobs

???? Are you ready to take your Call Center experience to the next level?<br>If you’re currently handled Quality-related positions — we’re looking for YOU! ????<br>Maybe you’ve been:???? Listening to calls???? Providing feedback & coaching???? Conducting coaching sessions???? Supporting quality activities<br>If any of this sounds like you, this could be your next step! ????<br>We’re currently hiring for a Quality Specialist opportunity where you can turn the experience you’ve already gained into your next career move. ????<br>What we’re looking for:✅ Call Center experience✅ English level: B2✅ Experience in an account related to GSM / Mobile Services✅ Previous experience in the Quality<br>If you feel you’re ready to move don’t miss this opportunity! ????<br>???? Send us your CV / apply now and take the next step in your career!

<p>We are a professional call center serving UK and US businesses, providing inbound and outbound customer support, telesales, lead generation, data entry, and translation/transcription services. We're hiring experienced, English-speaking Call Center Agents to represent our clients' brands and deliver high-quality service across UK and US time zones.</p><p>This is a hybrid role based in Cairo, ideal for a confident communicator with a few years of call center or customer service experience who wants to work with international clients.</p><p><strong>Key Responsibilities</strong></p><ul><li><p>Handle inbound and outbound calls, emails, and live chats for UK and US client accounts</p></li><li><p>Resolve customer queries accurately and professionally, aiming for first-contact resolution</p></li><li><p>Support telesales, appointment setting, and lead generation campaigns as assigned</p></li><li><p>Carry out data entry, translation, and transcription tasks to a high standard of accuracy</p></li><li><p>Log all interactions and maintain accurate records in client CRM systems</p></li><li><p>Follow client scripts, tone, and quality guidelines while sounding natural and personable</p></li><li><p>Escalate complex issues appropriately and follow through to full resolution</p></li><li><p>Consistently meet targets for quality, response time, and customer satisfaction<br><br><strong>What We Offer</strong></p><ul><li><p>Competitive salary of 10,000–20,000 EGP per month</p></li><li><p>Hybrid working with a fully equipped, professional office in Cairo</p></li><li><p>Exposure to UK and US business clients and international standards</p></li><li><p>A small, close-knit team with genuine personal support and development</p></li><li><p>Ongoing training and clear opportunities to grow</p></li></ul></li></ul><p></p><p><strong>Requirements</strong></p><ul><li><p>Basic experience in a call center, customer service, telesales, or similar role</p></li><li><p>Native-level spoken and written English with a clear, neutral, easily understood accent</p></li><li><p>Strong active-listening skills and a calm, friendly phone manner</p></li><li><p>Reliable availability to work UK and/or US shift hours</p></li><li><p>Confident with computers, CRM systems, and fast, accurate typing</p></li><li><p>Strong problem-solving skills and attention to detail</p></li><li><p>Bilingual English/Arabic is a strong advantage</p></li><li><p>Prior experience with UK or US clients is a plus</p></li></ul><p></p>

Role Overview: Business Development Manager (BPO) | Call Center Outsourcing Target Markets: GCC & USAGander: Males and Females Location: Egypt Core Objective: Drive company growth by generating qualified leads, building strategic sales pipelines, and converting prospects into long-term BPO partnerships in the GCC and North American markets.<br>Key Responsibilities Full-Cycle Sales: Manage the entire sales process from multi-channel prospecting (cold calls, Linked In, email) and C-level pitching, to contract negotiation and handover. Manage & train the appoiment setter team and learn then on how to do the prospect and generating leads. Pipeline & CRM Management: Maintain accurate records in CRMs (Salesforce/Hub Spot) and track KPIs, conversion rates, and revenue forecasts. Market Expansion: Build strategic referral partnerships, conduct competitive analysis, and represent the company at regional industry events. Solution Selling: Develop compelling proposals and RFP responses tailored to client objectives across various BPO service lines (Customer Support, IT, HR, Finance).<br>Strict Requirements (Must-Haves) Experience: 3–4 years of hands-on B2B sales/BDM experience specifically within the BPO, outsourcing, or managed services industry. Market Expertise: Proven track record of managing complex sales cycles and meeting quotas with clients in the GCC and/or USA. Proven experience in business development, sales, or account management within BPO, call center outsourcing, or related service industries. Strong skills in lead generation, prospecting, pipeline management, and closing deals with international and regional clients. Ability to design and present client-centric outsourcing solutions, including pricing models, service scopes, and SLAs. Excellent communication, negotiation, and presentation skills, with the ability to engage senior stakeholders and decision-makers. Comfort working with CRM tools, sales analytics, and basic financial metrics (e.g., margins, cost per FTE, ROI) to inform decisions. Experience collaborating with operations and delivery teams to ensure smooth onboarding and handover of new clients. Knowledge of call center operations, CX best practices, and omnichannel customer support (voice, email, chat, social) is highly beneficial. Bachelor’s degree in Business, Marketing, Management, or a related field, or equivalent practical experience. Fluency in English; additional languages are an advantage for engaging global clients. Proficiency with digital lead generation tools (Apollo.io, Zoom Info, Linked In Sales Navigator). Experience selling to specific verticals like banking, telecom, healthcare, or government.<br>Preferred Qualifications (Nice-to-Haves) An existing network of BPO buyers in the GCC or USA. Familiarity with Gulf market procurement practices and business culture.<br>What is Offered Competitive base salary with an uncapped performance-based commission structure. Clear career progression into senior sales leadership. Professional development, sales training, and access to premium market intelligence tools.<br>Application Instructions Send CV to: hiring@quickts.online, or apply directly on Linked InSubject Line: Application – Business development Manager(BPO) Required Inclusion: Applicants must include details about their proven sales track record in the email.

<h2>Requirements</h2><ul><li>English level: <strong>B1 – B2</strong>.</li><li>Flexibility to work on <strong>rotational shifts – 24/7</strong>.</li><li>Flexibility to work <strong>on-site in Nasr City (Abbas El-Akkad)</strong>.</li><li><strong>1–2 years of experience as a Call Center Team Leader in a banking account is a MUST.</strong></li><li>Strong knowledge of <strong>Contact Center infrastructure (Cisco)</strong> is a plus.</li><li>Excellent analytical skills with advanced knowledge of <strong>Excel and performance reporting</strong>.</li><li>Solid understanding of Contact Center KPIs, including:<ul><li>SLA</li><li>AHT</li><li>FCR</li><li>Occupancy</li><li>Other relevant KPIs</li></ul></li><li>Experience in <strong>coaching, monitoring, and calibration sessions</strong>.</li><li>Experience in maintaining <strong>COPC quality standards</strong>.</li></ul>

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center AMs in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics Responsibilities Demonstrating ownership and Growth Mindset Build a culture of accountability, care, and continuous improvement. Coach leaders on performance management, coaching techniques, and employee engagement. Ability to showcase the benefits and goodness of the program and benefits of the company. Lead and manage multiple retail teams across different shifts and schedules. Has passion for learning and showing initiative to learn tools Lead by example—be visible, hands-on, and proactive in solving problems. Identify gaps in execution and implement sustainable solutions. Drive operational efficiency through process improvement and data-driven decision-making. Partner with QA, Training, WFM, and HR to ensure seamless operations. Report performance trends, risks, and action plans to senior leadership. Represent the cluster in business reviews and operational meetings.<br>Skills Requirements5+ years of experience in operations management Travel/ Hospitality experience is a plus Proven success in managing multiple teams or a cluster of operations. Strong coaching, leadership development, and performance management skills. High learning agility and a proactive, hands-on leadership style. Excellent communication, analytical, and problem-solving skills. Exposure to AI Tools and project management

About the Company<br><br>Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center AMs in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics.<br><br>About the Role<br><br>Demonstrating ownership and Growth Mindset. Build a culture of accountability, care, and continuous improvement. Coach leaders on performance management, coaching techniques, and employee engagement. Ability to showcase the benefits and goodness of the program and benefits of the company.<br><br>Responsibilities<br><br>Lead and manage multiple retail teams across different shifts and schedules. Has passion for learning and showing initiative to learn tools. Lead by example—be visible, hands-on, and proactive in solving problems. Identify gaps in execution and implement sustainable solutions. Drive operational efficiency through process improvement and data-driven decision-making. Partner with QA, Training, WFM, and HR to ensure seamless operations. Report performance trends, risks, and action plans to senior leadership. Represent the cluster in business reviews and operational meetings.<br>Qualifications<br>7+ years of experience in operations management. Travel/ Hospitality experience is a plus.<br>Required Skills Proven success in managing multiple teams or a cluster of operations. Strong coaching, leadership development, and performance management skills. High learning agility and a proactive, hands-on leadership style. Excellent communication, analytical, and problem-solving skills. Exposure to AI Tools and project management.

<ul><li><p><em>We are Hiring: Operations Manager</em> ???? </p><p><em>Location: Fifth Settlement, New Cairo</em></p><p><em>About the Role:</em></p><p>We are looking for a results-driven <em>Operations Manager</em> to lead and manage our Call Center operations during the overnight shift.</p><p><em>Key Responsibilities:</em></p><p>- Plan, manage &amp; supervise daily Call Center Operations</p><p>- Monitor team performance and ensure Targets &amp; KPIs are met</p><p>- Coach, train and motivate team leaders and agents</p><p>- Handle escalations and ensure smooth workflow</p><p>- Implement processes to improve productivity and quality</p><p>- Prepare daily/weekly performance reports</p></li></ul><p></p><p><strong>Requirements</strong></p><p></p><p><em>Requirements:</em></p><p>- 3+ Years experience in <em>Call Center Field</em> in a supervisory/leadership role</p><p>- Proven experience handling <em>US / English Accounts</em> is a must</p><p>- Strong Leadership, Communication &amp; Problem-solving skills</p><p>- Ability to work under pressure and meet deadlines</p><p>- Excellent English communication skills</p><p>- <em>Male Candidates Only</em></p><p>- <em>Overnight Shift: 7:00 PM – 4:00 AM</em></p><p>- Location: Fifth Settlement - Must be able to commute</p><p><em>What We Offer:</em></p><p>- Competitive Salary </p><p>- Medical Insurance</p><p>- Career Growth &amp; Promotion Opportunities</p><p>- Stable work environment</p><p></p>

Alorica Egypt is Hiring | French Quality Associate <br>Are you passionate about quality, performance improvement, and customer experience? Join Alorica Egypt as a French Quality Associate and become part of a leading multinational company with strong career growth opportunities.<br>Job Title: French & English Quality Associate Company: Alorica Egypt Location: Sheikh Zayed City Employment Type: Full-time (On-site)<br><br>Key Responsibilities:Monitor and evaluate customer interactions to ensure quality standards are met Provide constructive feedback and coaching opportunities to agents Identify performance gaps and support continuous improvement plans Prepare quality reports and track team performance trends Ensure compliance with company and client policies<br>Requirements:Fluency in French and English (B2/C1) Previous experience in Quality Assurance within BPO/Call Center is preferred Strong communication and analytical skills Attention to detail and problem-solving abilities Flexibility with rotational shifts<br>What We Offer:Competitive salary package Clear career growth opportunities Medical & Social Insurance Transportation provided Paid training & ongoing development<br>Interested? Apply now

Company Description Training Centers PROLEADERS is a professional training organization focused on developing practical skills for individuals and teams. The company delivers structured training programs designed to enhance performance, productivity, and career growth. PROLEADERS serves a diverse range of participants, offering tailored learning experiences across multiple disciplines. The organization values clear communication, client satisfaction, and measurable outcomes from its training services.<br>Role Description This is a full-time, on-site Telesales Representative role based in Giza. The Telesales Representative will contact prospective and existing clients by phone to promote training programs, understand their needs, and provide appropriate course recommendations. The role includes handling inbound and outbound calls, following up on leads, and maintaining accurate records in the CRM system. The Telesales Representative will collaborate with the training team to align sales pitches with course offerings and schedules, and will work to meet individual and team sales targets. Daily responsibilities also involve responding to customer inquiries, resolving basic issues, and ensuring a positive client experience throughout the sales process.<br>Qualifications<br> Strong Communication skills, including clear speaking, active listening, and professional phone etiquette. Customer Service and Customer Support skills to handle inquiries, address concerns, and build long-term client relationships. Sales skills, including lead qualification, objection handling, and closing techniques. Training-related awareness to understand and explain course structures, benefits, and learning outcomes. Basic computer proficiency and experience working with CRM or call management tools. Ability to work on-site in Giza and manage a high volume of calls efficiently. Goal-oriented mindset with the ability to meet or exceed sales targets. Previous telesales or call center experience is preferred; background in education or training services is an advantage.

<p><strong>Key Responsibilities:</strong></p><ul><li>Conduct onboarding and refresher training programs for call center agents.</li><li>Deliver training sessions related to customer service skills, communication, products, and call handling procedures.</li><li>Assess trainees’ performance and provide coaching and feedback.</li><li>Identify training gaps and recommend improvement plans.</li><li>Prepare training materials, presentations, and training activities.</li><li>Monitor the effectiveness of training programs through evaluations and performance results.</li><li>Coordinate with Call Center Supervisors and management to align training needs.</li><li>Maintain training records, attendance, and performance reports.</li><li>Support continuous improvement of customer service standards.</li></ul>

<p>We are seeking an experienced and results-driven Assistant Call Center Manager to support the management of daily call center operations and ensure the achievement of operational targets, service quality, client satisfaction, and team performance. In this role, you will assist in overseeing a large-scale account, supporting Team Leaders, Supervisors, and agents to ensure smooth service delivery, adherence to KPIs and SLAs, and continuous improvement across the operation. The ideal candidate is a strong people leader, highly organized, client-focused, and experienced in managing voice operations within a call center environment. You will work closely with the Service Delivery Manager, Operations Manager, and support functions to ensure operational excellence and consistent performance. Key Responsibilities</p><p>1. Operations Management</p><ul><li>Support the management of day-to-day call center operations for the assigned account.</li><li>Ensure operational activities are executed in line with business objectives, client requirements, and service standards.</li><li>Monitor daily performance, service levels, productivity, quality scores, attendance, and other operational KPIs.</li><li>Ensure proper workflow management across shifts, teams, and functions.</li><li>Identify operational gaps and support the implementation of corrective action plans.</li><li>Coordinate with Team Leaders and support teams to ensure smooth and efficient service delivery.</li><li>Ensure all operational issues are escalated and resolved in a timely and effective manner.</li></ul><p>2. Team Leadership and People Management</p><ul><li>Support, guide, and manage Team Leaders, Supervisors, and frontline agents to achieve operational targets.</li><li>Conduct regular performance reviews, coaching sessions, and feedback meetings.</li><li>Support employee engagement initiatives and promote a positive work environment.</li><li>Monitor team performance and ensure proper action plans are in place for underperforming employees.</li><li>Encourage accountability, discipline, professionalism, and continuous improvement across the team.</li><li>Ensure equal support and development opportunities for team members.</li><li>Assist in managing staffing, scheduling, attendance, absenteeism, and adherence.</li></ul><p>3. Performance and KPI Management</p><ul><li>Monitor and analyze operational KPIs, including service level, AHT, productivity, quality, CSAT, attendance, shrinkage, and adherence.</li><li>Ensure performance targets are consistently met or exceeded.</li><li>Prepare performance reports and present insights to management.</li><li>Identify trends, root causes, and areas of improvement.</li><li>Work with Team Leaders to develop and implement performance improvement plans.</li><li>Track action plans and ensure measurable progress against agreed objectives.</li><li>Support initiatives that improve efficiency, quality, and customer experience.</li></ul><p>4. Client and Stakeholder Management</p><ul><li>Support the Service Delivery Manager in client communication, business reviews, and operational meetings.</li><li>Assist in preparing client reports, presentations, and performance updates.</li><li>Ensure client expectations are understood and translated into clear operational actions.</li><li>Support the handling of client escalations and service-related concerns.</li><li>Maintain professional and effective communication with internal and external stakeholders.</li><li>Collaborate with Workforce Management, Quality, Training, HR, Recruitment, IT, and other support teams to ensure operational stability.</li></ul><p>5. Quality and Compliance</p><ul><li>Ensure teams follow agreed processes, procedures, quality standards, and client guidelines.</li><li>Support quality monitoring activities and ensure quality improvement plans are implemented.</li><li>Work closely with the Quality team to identify performance gaps and coaching opportunities.</li><li>Ensure compliance with company policies, contractual obligations, and operational standards.</li><li>Support internal audits and ensure corrective actions are completed on time.</li><li>Promote a quality-focused culture across the operation.</li></ul><p>6. Reporting and Continuous Improvement</p><ul><li>Prepare and review daily, weekly, and monthly operational reports.</li><li>Analyze performance data and recommend improvement initiatives.</li><li>Support process optimization projects to improve service delivery and operational efficiency.</li><li>Participate in operational reviews and management meetings.</li><li>Ensure accurate documentation of performance, actions, escalations, and follow-ups.</li><li>Drive continuous improvement across service quality, productivity, employee engagement, and customer satisfaction.</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>Bachelor's degree in Business Administration, Management, or a related field.</li><li>Minimum 5-7 years of experience in a call center environment.</li><li>Minimum 2-3 years of experience in a supervisory or assistant manager role.</li><li>Proven experience managing voice operations.</li><li>Strong experience in managing Team Leaders, Supervisors, and large operational teams.</li><li>Excellent command of English, both written and spoken.</li><li>Strong operational knowledge of call center processes and KPIs.</li><li>Ability to manage rotational shifts and 24/7 operations.</li><li>Strong understanding of service delivery, quality, performance management, and customer satisfaction.</li><li>Experience in interpretation management or interpreter services is preferred.</li><li>Knowledge of call center quality frameworks, preferably COPC.</li><li>Experience working with international clients or English-speaking markets.</li><li>Experience managing client-facing operations.</li><li>Proven track record of achieving operational targets and improving performance.</li><li>Experience in workforce planning, quality improvement, and process enhancement is a plus.</li></ul><p><strong>Required Skills and Competencies</strong></p><p><strong>Leadership and People Management</strong></p><ul><li>Strong leadership and team management skills.</li><li>Ability to coach, motivate, and develop Team Leaders and agents.</li><li>Strong decision-making and problem-solving skills.</li><li>Ability to manage performance and drive accountability.</li><li>High level of ownership, discipline, and reliability.</li></ul><p><strong>Operational and Analytical Skills</strong></p><ul><li>Excellent understanding of call center operations and performance metrics.</li><li>Strong analytical skills with the ability to interpret data and identify trends.</li><li>Ability to manage KPIs, SLAs, productivity, quality, and customer experience.</li><li>Strong root cause analysis and action planning skills.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li></ul><p><strong>Communication and Stakeholder Management</strong></p><ul><li>Excellent verbal and written communication skills.</li><li>Strong presentation and reporting skills.</li><li>Ability to communicate professionally with clients, management, and internal teams.</li><li>Strong collaboration skills across different departments and support functions.</li><li>Ability to handle escalations calmly and effectively.</li></ul><p><strong>Client and Customer Orientation</strong></p><ul><li>Strong client orientation and service mindset.</li><li>Ability to understand client requirements and operational expectations.</li><li>Focus on delivering an excellent customer experience.</li><li>Results-driven with a strong quality and performance focus.</li><li>Ability to support business objectives and service improvement initiatives.</li></ul><p><strong>Personal Attributes</strong></p><ul><li>Detail-oriented and reliable.</li><li>Flexible and able to work under pressure.</li><li>Strong time management and prioritization skills.</li><li>Positive attitude with a continuous improvement mindset.</li><li>Professional, proactive, and solution-oriented.</li></ul><p><strong>Work Conditions</strong></p><ul><li>Working Hours: US shift</li><li>Working Model: On-site</li><li>Working Days: 5 working days per week, with 2 days off</li><li>Operation Type: Voice account / 24/7 operations environment</li></ul>

<p>Plan for earning schedules by which they forecast numbers of inbound calls range received on weekly and monthly basis with certain Approaches directed from regional call center manager. Monitor Earling Schedules successful implementation while it must be sent by 21th from each month to call center operation managers and regional call center manager to be discussed and then utilized across agents dedicated. Also this plan can be measured across historical inbound calls per intervals (half an hour) across different aspects as: number of total received inbound calls, missed calls, answered calls for previous 6 months while inbound calls actual execution that met range of 2000 calls above and below as actual ceiling compared to monthly planned achievements. Decide numbers of calls expected then trigger all numbers per days per intervals, then send these plan for team leader and supervisor to be cascaded per agents according to their utilization, Maximum capacity and AHT then apply calls trend historical that may affect next Month plan. Measure teams utilization by conducting expected number of calls across reservation and dental teams with different queues and projects. Divide and decide teams dedication for reservation or dental queues according to each agent experience and AHT</p>

Do you have a "detective’s eye" for detail and a passion for helping others grow? We are looking for a Quality Assurance Specialist to join our Audit department. You will be the guardian of our customer experience, responsible for monitoring interactions, coaching agents toward excellence, and ensuring that every group company meets our high standards of service.[Key Responsibilities]Monitor Performance: Evaluate calls and CRM entries daily to ensure accuracy, compliance, and top-tier service. Empower Through Coaching: Lead individual coaching sessions that help agents turn low scores into high performance. Solve Disputes: Act as a fair arbiter for quality score challenges, ensuring standards are applied consistently. Collaborate with Operations: Meet with team leads and agents to clarify quality expectations and bridge the gap between "quality" and "execution."Identify Trends: Spot recurring errors before they become habits and suggest training solutions to fix them.[Required Qualifications]Bachelor’s degree or equivalent professional experience. Minimum of 2 years of experience in Call Center Quality Assurance. Expertise in using quality evaluation tools and CRM platforms. Excellent communication skills with a proven ability to provide constructive feedback. Strong analytical mindset and deep knowledge of call center best practices.

BUSINESS INTRODUCTIONMajid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.<br><br>JOB TITLEMall Associate | MAF Properties | West Region ROLE SUMMARYThe position is responsible to manage all the Centre related administrative tasks to ensure smooth day to day functioning of the assigned Centre including reporting to the Centre Management on a timely basis.<br>ROLE PROFILECoordinate document collection, payments, and administrative processes. Manage petty cash records, reconciliations, and financial documentation. Administer operational systems and portals (Procurement, Legal, PMHUB, Docu Sign, etc.). Process procurement and payment requests while ensuring compliance with approval and financial control procedures. Support tenant relations, including communications, onboarding/offboarding, training, and portal updates. Maintain operational records, reports, and audit documentation, ensuring timely implementation of audit findings. Coordinate with internal teams and Finance on invoices, refunds, insurance certificates, and operational requirements. Prepare and provide operational reports, fact sheets, and monthly inputs to support asset management and decision-making.<br>REQUIREMENTSBachelor’s degree in Business Administration or a related field.3–5 years of experience in administration, reporting, and operational support. Retail or shopping mall experience is preferred, ideally within the GCC. Strong reporting and documentation skills. Experience managing purchase orders (POs), invoicing, and payments. Experience maintaining budgets and financial records.<br>WHAT WE OFFERAt Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us! Work in a friendly environment, where everyone shares positive vibes and excited about our future. Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.