Call Center Manager

We are looking for an experienced and dedicated Call Center Manager to oversee all aspects of our client’s call center operations. The ideal candidate will be responsible for managing staff, handling client interactions, setting up standard operating procedures (SOPs), and driving operational growth. This role requires strong leadership skills, a deep understanding of call center dynamics, and a commitment to enhancing customer satisfaction and business efficiency.

We're looking for candidates from Egypt, Jordan, and Lebanon, also It's a 2-year contract.

Key Responsibilities:

Staff Management:

• Recruit, train, and supervise call center staff.
• Develop and implement performance management processes, including regular evaluations and feedback sessions.
• Foster a positive and productive work environment that encourages teamwork and professional growth.

Client Management:

• Act as the main point of contact for clients, addressing their needs and concerns promptly and professionally.
• Ensure high levels of client satisfaction through effective communication and relationship management.
• Handle escalated client issues and resolve them in a timely manner.

Operational Management:

• Oversee day-to-day call center operations to ensure efficiency and effectiveness.
• Monitor call center metrics and KPIs, such as call volume, response times, and customer satisfaction.
• Implement strategies to improve call center performance and customer service quality.

SOP Development and Implementation:

• Develop and implement standard operating procedures (SOPs) for all call center activities.
• Ensure compliance with industry standards and best practices.
• Regularly review and update SOPs to reflect changes in processes or client requirements.

Technology and Tools Management:

• Oversee the implementation and maintenance of call center technologies and tools.
• Ensure that staff are adequately trained on the use of these technologies.
• Stay updated on the latest advancements in call center technology and recommend upgrades as needed.

Reporting and Analysis:

• Prepare regular reports on call center performance and present findings to senior management.
• Analyze data to identify trends and areas for improvement.
• Develop action plans based on data analysis to enhance call center operations.

Business Growth:

• Identify opportunities for operational improvements and business growth.
• Work closely with the sales and marketing teams to support business development efforts.
• Develop and implement strategies to increase call center efficiency and effectiveness.

Requirements

Qualifications:

Education:

• Bachelor's degree in Business Administration, Management, or a related field. A Master's degree is a plus.

Experience:

• Minimum of 5 years of experience in call center management or a similar role.
• Proven track record of managing call center operations and achieving performance targets.
• Experience in client management and customer service.

Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in call center software and technologies.
• Strong analytical and problem-solving abilities.
• Ability to develop and implement effective SOPs.

Personal Attributes:

• Highly organized and detail-oriented.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong commitment to customer satisfaction and operational excellence
• Proactive and results-driven.