Fawry Microfinance is hiring “Call Center Manager” with the below qualifications:
1- University Degree Bachelor of business management, communication, or related field
2- 8-10 years of experience & 3-5 in managing call center unit. İs a must
3- Ability to lead a team not less than 20 employees is a must
4- Hands on experience in developing call center unit KPIs
5- Results Driven (results based on specific efficiency and productivity KPIs within predefined time frames)
6- Developing and Supporting the Team (Actively improves others’ skills, cooperate effectively, diplomatic conflict handler).
7- Integrity (Mutual trust, consistent with company ethics and values)
8- Excellent team player with strong interpersonal skills who fully participates in and supports Fawry initiatives
1- Assist in the recruitment and selection of staff for the center
2- Develop and implement a customer service strategy which provides total customer satisfaction and meets corporate objectives.
3- Develop and implement all necessary processes and procedures to ensure the achievement of high productivity with world-class quality processes and continuous improvement
4- Develops objectives/targets for the Contact Center function and ensure that they are translated into clear instructions and guidelines.
5- Manage & monitor the overall performance and achievement of the Contact Center objectives
6- Ensures effective and accurate development and utilization of contact center systems and applications as well as the quality of information captured on systems