Customer Service Manager

 Published Date: July 26, 2021
Job Title:Customer Service Manager
Location:Egypt, Cairo
Category:Customer Service/Support, Operations/Management
Description:
  • Develop a plan to create CS department that includes Hardware, Software, objectives, metrics, and timeline.
  • coach and provide training to Agents to maintain high customer service standards
  • Partner with Different stakeholders to create workflows for Agents that achieve Company’s strategy while maintaining high csat levels.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) 
  • Assume responsibility of budgeting and tracking expenses 
  • Evaluate performance with key metrics (Quality, accuracy, NPS, AHT, call-waiting time etc.)
  • Prepare reports for different departments or upper management
Qualifications:
  • Minimum of 5 years of Contact centres management experience
  • College degree preferred
  • Experience in shared and dedicated environment
  • Proficient in MS Office
  • Customer centric behaviour
  • Strong people management and development skills
  • Ability to mentor, coach and motivate others
  • Strong communications and presentation skills
Contact:
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Posted in Customer Service/Support Operations/Management