Alshaya Group
Alshaya Group is seeking a Manager – Customer Service for its Egypt operations. The successful candidate will lead a multi-layered team of contact center supervisors, specialists, agents, and officers to achieve departmental and organizational goals. This role requires strategic planning, implementation of action plans, and fostering strong relationships between the contact center and both internal and external stakeholders. A full understanding and communication of management vision to the team is essential.
​Key Responsibilities:
​Team Management & SLA Compliance: Guide the team to ensure SLA targets are met and customer satisfaction is maximized. Review team performance regularly against Customer Service Standards. Guide recruitment and liaise with HR.
​Operational Excellence: Ensure all feedback (standard, high-priority, and loyalty-related) received from various contact channels is logged, handled, resolved, and closed within agreed service levels and procedures.
​KPI & Project Achievement: Ensure the Contact Centre achieves assigned KPIs. Manage and ensure completion of assigned projects within deadlines. Perform yearly forecasting and KPI setting. Coordinate staff recruitment and liaise with HR. Identify “what good looks like” within contact center operations.
​Regional Coordination & Strategic Alignment: Coordinate with contact center managers across Egypt, Kuwait, and KSA to maintain overall PCA and ensure seamless as one team. Full understanding and communication of the management vision to the team. Connect with brands/support functions to personalize customer service and loyalty programs. Organize regular meetings with Brands.
​Quality Assurance & Change Management: Conduct continuous analysis of current policies, manuals, and work instructions, recommending enhancements to QA. Drive and implement changes in Contact Centre processes/policies. Analyze QA highlights and create corrective action plans.
​Financial Objectives: Meet contact center financial objectives by adhering to the annual budget prepared by the Senior Manager.
​Staff Reward & Learning: Own the contact center reward scheme creation and implementation. Create motivational activities that reward top performance. Promote Alshaya’s Vision and Values.
​Supervisor Deliverables: Monitor supervisor deliverables and conduct weekly/monthly performance meetings with them. Act as a source of learning whenever required. Analyze the Contact Centre different activities. Review team performance on a regular basis. Review the Contact Centre schedule and make recommendations. Coordinate staff recruitment. Perform the contact center yearly forecasting and KPI’s setting. Define operational standards. Manage reward scheme. monitor deliverables. conduct performance meetings. Provide feedback.
​Qualifications & Requirements:
​Experience: 5 – 10 years of experience in the Customer Service/Contact Centre Field or related area required. Equivalent work experience may be substituted for education.
​Skills: Strong interpersonal skills to build effective relationships, planning and organizing skills with a positive attitude, good judgment, strong work ethics, decision-making, and communication skills with effective problem solving ability, and active learning. Strong interpersonal and self-motivated. Strong interpersonal and self-motivated, build effective relationships. good work ethics. Good decision-making and communication skills. understanding the implications of new information.
​Knowledge: Proficiency in Microsoft Office and Contact Centre systems. Comfortable and effective in dealing with people from diverse backgrounds. Understanding of principles and processes for providing customer and personal services (needs assessment, quality standards, and evaluation). Knowledge of contact centre management including telemarketing, people management, and workforce management. Customer-centric mindset. Workforce management and Customer centric. knowledge of principles and processes for providing customer and personal services. People management. Workforce management and Customer centric.
​Salary & Benefits:
​Standard corporate package as per company policy
To apply for this job please visit www.alshaya.com.