Call Center Manager

Job description / Role

Job Description

Raya Trade; a subsidiary of Raya Holding for Financial Investments is looking to hire a Growth Manager with the below responsibilities and qualifications.
- Develop and implement call center objectives that align with Raya Trade goals.
- Analyze call center data to identify trends, opportunities for improvement, and areas for resource allocation.
- Develop and implement data-driven strategies to enhance call center efficiency, effectiveness, and customer satisfaction.
- Recruit, hire, train, and coach a high-performing team of call center Team Leaders.
- Conduct performance reviews, provide ongoing feedback, and implement development plans for the department.
- Monitor call quality and ensure adherence to customer service standards and Raya Trade policies.
- Analyze customer feedback to identify areas for improvement and implement changes to enhance the customer experience.
- Work with IT to maintain call center technology and identify opportunities for system improvements.
- Work cross-functional with operations industry to achieve call center target.
- Monitor call center metrics with the team leaders to handle the average customer satisfaction and sales targets
- Present reports to upper management and communicate key call center insights.

Requirements

Skills

INTERPERSONAL SKILLS:
- Customer oriented
- Strong communication skills
- Excellent interpersonal skills
- Strong negotiation skills
- Team work
- Flexibility

TECHNICAL SKILLS:
- Strong understanding of call center industry.
- Strong analytical skills
- Strategic Planning

About the Company

Raya Holding for Financial Investments, a leading investment conglomerate, established in 1999 in Egypt with a vision to be a market leader and to grow into a solid financial conglomerate with multifaceted operations.

Headquarter located in Cairo, Egypt; Raya Holding is managing a diversified investment portfolio of 13 lines of business in the various industries of e-payment, information technology, contact center, smart buildings, consumer electronics, food and beverage, land transport, PET remanufacturing, automotive, FMCG and home appliances

Raya Holding is listed in the Egyptian Exchange (EGX) since 2005, while the company empowers more than 12,000 proficient employees, accommodating to a wide international customer base from offices based in Egypt, Saudi Arabia, UAE, Qatar, Poland, Nigeria and Tanzania.

Raya's Lines of Business include; Aman for e-payments, Aman for Financial Services, BariQ, Ostool, Raya Contact Center, Raya Foods, Raya Information Technology, Raya Food Trading, Raya Restaurants, Raya Smart Buildings, Raya Trade, Raya Auto and Haier - Raya Electric.