Department: Global Customer Support
Location: Egypt
Description
to be added
Key Responsibilities
- Oversee the performance of the customer support team across all channels (chat, email, and calls if needed), including shift seniors.
- Conduct regular one-on-one meetings, provide feedback, and mentor team members.
- Ensure achievement of key service KPIs.
- Monitor service quality and analyze customer inquiries.
- Handle customer requests and support the team with complex and escalated cases.
- Recruit, onboard, and train new agents.
- Ensure compliance with schedules, discipline, and internal regulations.
- Analyze operational metrics and prepare performance reports.
- Work on process optimization and keep customer support scripts up to date.
Skills, Knowledge & Expertise
- At least 2 years of experience as a Manager/Supervisor in customer service or a contact center.
- Strong team management skills, including regular feedback, mentoring, and performance control.
- Experience working with service metrics, confident Excel skills, and strong analytical abilities.
- Fluency in Arabic and English is required.
- Excellent written and verbal communication skills.
- Ability to multitask, stress resilience, and strong attention to detail.
- Experience working with stakeholders and cross-functional teams.
