Experienced Call Center Supervisor & Operations Lead – Cairo

About the Role

Jadeer is looking for a seasoned Assistant Call Center Manager to bolster our dynamic team in Cairo, EG. This pivotal role involves actively supporting the oversight of daily call center operations, ensuring seamless workflow, and driving the achievement of key operational targets within the bustling BPO industry. If you’re a proactive leader with a passion for operational excellence, this is your opportunity to make a significant impact.

Key Responsibilities

• Assist in managing the day-to-day operations of the call center to ensure efficiency and productivity.
• Monitor agent performance and provide coaching to improve service quality and adherence to standards.
• Support the implementation of call center strategies and initiatives to meet operational goals.
• Handle escalated customer issues and provide timely resolutions.
• Analyze call center data and generate reports on key performance indicators (KPIs).
• Contribute to workforce management and scheduling to ensure adequate coverage.
• Collaborate with other departments to ensure a cohesive customer experience.

Qualifications and Requirements

• Proven experience as an Assistant Call Center Manager or similar supervisory role.
• Demonstrable experience in the BPO industry.
• Strong understanding of call center operations and performance metrics.
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in call center software and CRM systems.
• Ability to analyze data and make informed decisions.
• Bachelor’s degree in Business Administration or a related field is preferred.

Perks and Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development within Jadeer.
• A supportive and collaborative work environment.

Your Next Step to Acceptance

1. Tailor your resume to highlight your BPO experience and leadership achievements.
2. Quantify your accomplishments with specific data on performance improvements.
3. Clearly articulate your understanding of call center KPIs and operational targets in your application.
4. Express your enthusiasm for contributing to Jadeer’s success in Cairo.