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Call Center Operations Manager

Egypt - Cairo


38 3971
  • Job Role / Function

    Customer Service

  • Years of Experience


  • Career Level

    Mid Career / Senior

  • Gender


  • Expiry date

    24 Feb 2022

Job description

    ∙ Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
    ∙ Conduct awareness sessions for call center agents
    ∙ Meet contract service key performance measures
    ∙ Maintain a close working relation with Technology Department to ensure systems stability and smooth operation
    ∙ Identify improvement opportunities within workflow, productivity and procedures
    ∙ Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions
    ∙ Manage the relation with WFM for an optimum utilization of resources
    ∙ Set key performance indicators for the team
    ∙ Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
    ∙ Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role ∙ Set and supervise development plans for teams & individuals
    ∙ Improve team productivity period over period
    ∙ Set team & individual targets ∙ Manage team attrition to acceptable levels
    ∙ Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources
    ∙ Maintain team technical proficiency and productivity, and provide technical training where required
    ∙ Set SMART goals and targets for the planning teams and ensure its alignment and integrity with strategic directions of the departments
    ∙ Identify required resources and skill sets/competencies required to successfully carry out unit plans
    ∙ Balance and monitor the work load distribution to match with the business needs and team capabilities
    ∙ Promote cross training and knowledge share between the team members and prepare professional development action plan for team members
    ∙ Provide formal and informal performance feedback on an ongoing basis
    Customer Management & Support
    ∙ Maintain and enhance the company’s standards of customer service
    ∙ Use all available measures to push continuous improvement to high customer satisfaction level ∙ Map operations processes to customer satisfaction indicators
    ∙ Ensure operations is compliant with regulatory requirements, check periodically for updates
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Job requirements

    •Graduate of a relevant field
    • Fluency in the English Language, second language is a plus
    • Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS Project)
    •3 years’ experience in the call center industry
    •A proven 1 year people management experience
    • Previous project management experience is preferred
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Additional Information

About this company

SYKES is now part of Sitel Group.

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.
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