sales development representative Jobs in Cairo

sales development representative

receptionist

sales executive

account executive

associate manager, sales

call center agent

eClerx

<div>
 
 Job Description
 
 
 
 As a Customer Care Executive for the Inbound US Voice Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Answering incoming calls from customers in a professional and courteous manner.
 </li>
 <li>
 Listening actively to customers and asking probing questions to fully understand their needs and concerns.
 </li>
 <li>
 Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell.
 </li>
 <li>
 Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
 </li>
 <li>
 Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
 </li>
 <li>
 Meeting or exceeding individual and team sales targets.
 </li>
 <li>
 Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.
 
 
 </li>
 </ul>
 Requirements:
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills in English.
 </li>
 <li>
 Previous experience in a customer service and sales role, preferably in a call center environment.
 </li>
 <li>
 Ability to multitask, prioritize, and manage time effectively.
 </li>
 <li>
 Strong problem-solving skills and the ability to think on your feet.
 </li>
 <li>
 Comfortable working in a fast-paced environment.
 </li>
 <li>
 Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
 </li>
 <li>
 Familiarity with basic computer skills and knowledge of CRM systems.
 
 
 </li>
 </ul>
 Education:
 
 
 <ul>
 <li>
 Bachelor's degree in any field is preferred.
 
 
 </li>
 </ul>
 If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling, we encourage you to apply for this exciting opportunity.
</div>

Analyst

ETISAL International Group

<div>
 We are seeking a dedicated and detail-oriented Back Office Agent for our English-speaking accounts at a dynamic outsourcing firm with over 500 employees. In this role, you will support our clients by managing inquiries and resolving issues via voice and non-voice channels efficiently. Your contribution will be crucial in ensuring customer satisfaction while maintaining operational excellence.
 
 
 RESPONSIBILITIES
 
 <ul>
 <li>
 Handle inbound and outbound calls as well as emails &amp; Chat to facilitate client inquiries and support requests.
 </li>
 <li>
 Process transactions, applications, and other requests accurately, ensuring compliance with company policies.
 </li>
 <li>
 Update and maintain customer databases with accurate information.
 </li>
 <li>
 Collaborate with various departments to resolve customer issues and enhance service delivery.
 </li>
 <li>
 Prepare and maintain reports on customer interactions, feedback, and overall performance metrics.
 </li>
 <li>
 Assist in training and onboarding new hires to facilitate a cohesive team environment.
 
 
 
 </li>
 </ul>
 
 REQUIREMENTS
 
 <ul>
 <li>
 Excellent verbal and written communication skills in English.
 </li>
 <li>
 Strong problem-solving abilities with attention to detail.
 </li>
 <li>
 Proficient with office applications and customer relationship management (CRM) software.
 </li>
 <li>
 Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.
 </li>
 <li>
 Familiarity with voice and non-voice communication channels.
 
 
 
 </li>
 </ul>
 
 BENEFITS
 
 <ul>
 <li>
 Net Salary 17000 EGP
 </li>
 <li>
 2 Days off
 </li>
 <li>
 Social &amp; Medical Insurance
 </li>
 <li>
 Fully Paid Training
 </li>
 <li>
 Career Path Opportunities
 
 
 </li>
 </ul>
</div>

Back Office Agent (Voice & Non Voice / English account)

Nextcare

<div>
 The main duty of a Customer Care Unit Officer is to respond to communication inquiries / complaints raised by members, providers, brokers, and payers as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. The CCU Officer will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. The CCU Officer will correspond with Care Center Management accordingly and comply to provide a customer-oriented service at all times.
 
 
 
 
 Key Responsibilities
 
 /What You Do
 
 
 
 <ul>
 <li>
 Closely coordinate with Payers, Providers and Members by providing quality actions and resolutions to their concerns and queries.
 </li>
 <li>
 Proactively handle complaints at the earliest.
 </li>
 <li>
 Follow communication/update expectations with clients, in accordance with NEXtCARE policies, scheme or agreed time frames set.
 </li>
 <li>
 Answer inbound Emails as well as assist customers who have specific inquiries
 </li>
 <li>
 Build customer&rsquo;s interest in the services and products offered by the company
 </li>
 <li>
 Provide personalized customer service of the highest level
 </li>
 <li>
 Update the existing database with changes and the status of each existing/prospective customer/member
 </li>
 <li>
 Document details of all conversation and actions taken.
 </li>
 <li>
 Correspond with Care Centre Management and keep an open channel of communication.
 </li>
 <li>
 Maintaining records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments
 </li>
 <li>
 Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.
 </li>
 <li>
 Efficiently adjudicate pre-approval claims that exceed the standard Turnaround Time (TAT) to ensure timely resolution.
 </li>
 <li>
 Issue Guarantee of Payment (GOP) documents as required to facilitate seamless service delivery.
 
 
 </li>
 </ul>
 
 AI READINESS
 
 Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
 
 
 
 Key Requirements/What You Bring
 
 
 
 <ul>
 <li>
 Bachelors Degree ; Medical background (Medical, Paramedical)
 </li>
 <li>
 2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
 </li>
 <li>
 Physically fit to carry out duties.
 </li>
 <li>
 Legally permitted to work in the country of operations.
 </li>
 <li>
 Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
 </li>
 <li>
 Excellent customer service and support skills.
 </li>
 <li>
 Excellent Arabic &amp; English language skills
 
 
 </li>
 </ul>
 
 How we hire
 
 Allianz Partners does not accept unsolicited CV&rsquo;s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.
 
 
 Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.
 
 
 Our products are embedded seamlessly into our partners&rsquo; businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.
 
 
 We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.
 
 
 We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.
 
 
 At Allianz Partners, AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions. All while ensuring human oversight for claims to maintain service integrity. By embracing AI and Emerging Technologies, Allianz Partners continues to lead the industry, meeting ever-changing customer needs with innovative solutions. Our commitment to Ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying Allianz Partners' position as a leader in the insurance sector.
 
 
 Great to have you on board. Let's care for tomorrow.
</div>

Customer Care Officer

Amazon

<div>
 
 Description
 
 
 
 Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.
 
 
 To expand the selection of products available to customers Amazon engages with Sellers &amp; Vendors who offer their catalogue of products on Amazons&rsquo; global eCommerce platforms. The Selling Partner Support (SPS) team acts as the primary interface between Amazon and its Selling Partners. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Vendors &amp; Sellers&rsquo; needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.
 
 
 The SPS Associate is an advocate for the perfect Seller interaction. By serving as the first resolution point for Sellers &amp; Vendors diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for our Selling Partners. As a subject matter expert in several platforms and specialties, SPS Associates will educate Sellers &amp; Vendors on processes, tools, and standards in real-time.
 
 
 This role requires the ability to multi-task utilizing a wide variety of software tools to navigate various Selling Partner Accounts, research and review policies and communicate effective solutions. The successful candidate will have a commitment to driving excellence in Associate and Selling Partner experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.
 
 
 Key job responsibilities
 
 
 <ul>
 <li>
 Supporting Amazon&rsquo;s Selling Partner&rsquo;s to solve any incoming issues via 3 channels of communication (Phone, Email &amp; Chat)
 </li>
 <li>
 Managing high volumes of inbound and outbound calls, emails and chats in a timely manner
 </li>
 <li>
 Identifying customers&rsquo; needs, clarify information, research every issue and providing solutions
 </li>
 <li>
 Exemplifying Amazon&rsquo;s Leadership Principle for Customer Obsession by consistently displaying a genuine passion for our customers, delivering an exceptional customer care experience with every contact.
 </li>
 <li>
 Building sustainable relationships and engaging customers by going the extra mile
 </li>
 <li>
 Ability to oversee and achieve various KPIs like Quantity &amp; Quality, Resolution Rate, Transfer Rate etc.
 </li>
 <li>
 Open to collaborating with various stakeholders like Resolver Groups, Account Managers etc.
 </li>
 <li>
 Documenting all Selling Partner interactions and information according to standard operating procedures
 </li>
 <li>
 Ability to troubleshoot and provide product guidance and support to all Amazon&rsquo;s Sellers and Vendors
 </li>
 <li>
 Attend training sessions, and learn product details and key selling points of products and technologies. SPS participates in several initiatives to increase Seller listings and updates of catalogues in advance of peaks.
 </li>
 <li>
 Any other duties and special projects as directed by management in keeping with the employees skills and experience
 </li>
 <li>
 Multilingual support: fluency in Arabic and English communication is essential
 </li>
 <li>
 Ability to work shifts and open to weekends to accommodate Amazon&acute;s opening hours, 7 days a week&rdquo; To note, the shifts cannot be confirmed prior to joining Amazon as the schedule is not created until after the training period.
 
 
 </li>
 </ul>
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
 </li>
 <li>
 Language &ndash; Fluent Arabic and English is essential.
 </li>
 <li>
 Completed a 4 year college degree.
 </li>
 <li>
 Military exemption\ completion\ 3 years postpone.
 </li>
 <li>
 +2 years&rsquo; experience within a customer service environment in Multinational call center.
 </li>
 <li>
 PC Skills: Experience working with Operating systems (Windows) and using Office Suites( Microsoft Word, Outlook)
 </li>
 <li>
 Technical Skills: Basic working knowledge of spreadsheet software such as Excel and the ability to use communication and collaboration tools with ease
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
 </li>
 <li>
 Demonstrates effective communication, composure, and professional attitude
 </li>
 <li>
 Experience with serving Customers from a work from home environment
 
 
 </li>
 </ul>
 Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.
 
 
 
 
 Company
 
 - Souq.com for E-Commerce LLC
 
 
 Job ID: A3157724
</div>

Vendor SP-Support Associate, Vendor SP- Support

<div>
 
 What You Do
 
 
 
 Our Care Advisors support customers in many different languages and are the first point of contact of our clients worldwide (including brokers and medical providers). The Care Advisors must anticipate and meet the needs of our clients as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement.
 
 
 
 Your
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retentio
 </li>
 <li>
 Commit to the department`s service standards, including a 24 hours turnaround for all written communication including email responses and a target call abandon rate of 2%
 </li>
 <li>
 Implement AI tools to adhere to the department's service standards
 </li>
 <li>
 Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
 </li>
 <li>
 Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients
 </li>
 <li>
 Assist our in-house medical team in coordinating client`s hospital admissions, evacuations, repatriations and other cases as required
 </li>
 <li>
 Utilize conversational AI systems to efficiently respond to queries regarding cover, claims, hospitalizations, and complaints, ensuring swift and accurate communication.
 
 
 </li>
 </ul>
 
 What You Bring
 
 
 
 <ul>
 <li>
 Medical brackground is a plus.
 </li>
 <li>
 Experience in a customer facing role is a must.
 </li>
 <li>
 Previous experience in Call Centre environment would be beneficial.
 </li>
 <li>
 Experience working in pressurized environment with tight deadlines.
 </li>
 <li>
 Strong Knowledge of Microsoft Office (Excel, Word)
 </li>
 <li>
 Applicants must be flexible to work within our rotating shift patterns.
 </li>
 <li>
 High level of fluency in English is a must.
 </li>
 <li>
 Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.
 
 
 </li>
 </ul>
 At Allianz Partners, Artificial Intelligence (AI) is transforming service delivery and innovation. By leveraging Business Intelligence and Data Analytics, we enhance strategic decision-making and customer experiences. Our commitment to Ethical AI ensures responsible deployment, maintaining data integrity and trust. Conversational AI improves communication, while Emerging Technologies and Generative AI drive industry leadership and new opportunities. With robust Information Security Management, we protect sensitive information, ensuring compliance and security. Embrace the future of AI with Allianz Partners, where possibilities become realities.
 
 
 At Allianz Partners, AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions. All while ensuring human oversight for claims to maintain service integrity. By embracing AI and Emerging Technologies, Allianz Partners continues to lead the industry, meeting ever-changing customer needs with innovative solutions. Our commitment to Ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying Allianz Partners' position as a leader in the insurance sector.
 
 
 
 What We Offer
 
 
 
 Our employees play an integral part of our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being part of their journey. We are there to empower you and your professional and personal goals and for that reason here are some of our benefits:
 
 
 <ul>
 <li>
 Dynamic and Multinational working environment
 </li>
 <li>
 Trainings and programs dedicated to Learning and Development (e.g. free accesss to LinkedIn Learning)
 </li>
 <li>
 A wide range of employee benefits such as performance bonus, health insurance.
 </li>
 <li>
 Open company culture, flexibility of working hours, giving you a hybrid working environment.
 
 
 </li>
 </ul>
 Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.
 
 
 Our products are embedded seamlessly into our partners&rsquo; businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.
 
 
 We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.
 
 
 We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.
 
 
 Great to have you on board. Let's care for tomorrow.
</div>

Customer Care Advisor - Fluent English Speaker

Al-Mansour Automotive

<div>
 
 
 Job Purpose
 
 
 
 
 
 
 The CE Operations Manager is responsible for end-to-end governance of customer experience performance across the Cadillac network. This includes ownership of CSI results, CRM governance, process audits, training administration, and call center operations, ensuring consistent, luxury-level customer engagement before, during, and after the customer journey.
 
 
 The role ensures that all customer follow-ups, outbound calls, and feedback collection are executed professionally, consistently, and in alignment with Cadillac brand standards, while driving continuous improvement across Sales and Aftersales operations.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 CSI &amp; Customer Experience Performance
 
 
 <ul>
 <li>
 Own and manage Customer Satisfaction Index (CSI) performance across Sales and Aftersales.
 </li>
 <li>
 Track action plans with Sales, Aftersales, and CRM teams to improve customer satisfaction and loyalty.
 </li>
 <li>
 Prepare CSI and CX performance reports on a regular basis.
 </li>
 </ul>
 
 
 Call Center Operations &amp; Customer Follow-Ups
 
 
 <ul>
 <li>
 Oversee call center operations related to customer follow-ups, service completion calls, appointment confirmations, and feedback collection.
 </li>
 <li>
 Audit call scripts, quality standards, escalation protocols, and follow-up timelines in line with luxury service expectations.
 </li>
 <li>
 Monitor call quality, productivity, and customer feedback outcomes.
 </li>
 <li>
 Ensure all customer interactions and follow-ups are accurately recorded in the CRM system.
 </li>
 <li>
 Analyze call center performance data to support CSI improvement initiatives.
 </li>
 <li>
 Ensure timely follow-up and closure of customer issues raised through call center interactions.
 </li>
 </ul>
 
 
 CRM Governance &amp; Data Quality
 
 
 <ul>
 <li>
 Act as the CRM system owner from a governance and compliance perspective.
 </li>
 <li>
 Ensure accuracy, completeness, and integrity of customer data across all customer touchpoints.
 </li>
 <li>
 Monitor CRM usage and adherence by frontline teams and call center agents.
 </li>
 </ul>
 
 
 Process Audit &amp; Compliance
 
 
 <ul>
 <li>
 Ensure compliance with Cadillac brand standards, internal SOPs, and customer journey guidelines.
 </li>
 <li>
 Identify process gaps and lead action plans with relevant departments.
 </li>
 </ul>
 
 
 Training Administration &amp; Capability Development
 
 
 <ul>
 <li>
 Manage training administration for CRM, call center, and customer experience-related programs.
 </li>
 <li>
 Identify training needs based on CSI results, audit findings, and call quality assessments.
 </li>
 <li>
 Coordinate delivery of customer experience, CRM, and call handling training.
 </li>
 <li>
 Maintain training records and certification tracking.
 </li>
 </ul>
 
 
 
 
 
 Reporting &amp; Management Support
 
 
 
 
 
 <ul>
 <li>
 Build dashboards covering CSI, CRM usage, call center performance, audit results, and training KPIs.
 </li>
 <li>
 Support network development and customer experience excellence initiatives.
 </li>
 </ul>
 
 
 Education
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree (Business Administration, Management, or equivalent preferred).
 </li>
 </ul>
 
 
 Experience &amp; Skills
 
 
 
 
 Experience
 
 
 <ul>
 <li>
 Minimum 5&ndash;8 years of experience in CRM, Customer Experience, Call Center Operations, or Quality Management.
 </li>
 <li>
 Automotive, luxury retail, or premium hospitality experience strongly preferred.
 </li>
 </ul>
 
 
 
 
 
 Skills
 
 
 <ul>
 <li>
 Strong analytical, reporting, and performance management skills
 </li>
 <li>
 Proven experience managing or overseeing call center operations
 </li>
 <li>
 Advanced CRM system knowledge
 </li>
 <li>
 Excellent English communication skills
 </li>
 <li>
 High attention to detail and strong governance mindset.
 </li>
 </ul>
 
 
</div>

Customer Experience Operations Manager

VaporVM

<div>
 
 We are seeking an experienced and results-driven
 
 NOC &amp; Call Center Manager
 
 to lead and integrate our 24&times;7 Network Operations Center (NOC) and Customer Call Center operations. This leadership role is responsible for ensuring high service availability, operational excellence, and superior customer experience by managing technical infrastructure monitoring and end-user support under a unified service management framework.
 
 
 The ideal candidate will possess strong operational leadership experience, deep knowledge of IT service management frameworks, and proven expertise in managing both technical and customer-facing teams.
 
 
 
 Key Responsibilities
 
 
 
 
 Operational Leadership
 
 
 <ul>
 <li>
 Oversee 24&times;7 NOC operations including infrastructure, network, and cloud monitoring.
 </li>
 <li>
 Manage Call Center operations including customer service, helpdesk, and incident logging.
 </li>
 <li>
 Ensure seamless integration between monitoring tools and ITSM/ticketing systems.
 </li>
 <li>
 Develop and maintain a unified operational dashboard covering NOC and Call Center performance.
 </li>
 </ul>
 
 
 Service Management &amp; Performance
 
 
 <ul>
 <li>
 Define, implement, and monitor KPIs such as:
 </li>
 <li>
 MTTR (Mean Time to Resolve)
 </li>
 <li>
 MTTA (Mean Time to Acknowledge)
 </li>
 <li>
 SLA Compliance &amp; Service Availability
 </li>
 <li>
 AHT (Average Handling Time)
 </li>
 <li>
 FCR (First Call Resolution)
 </li>
 <li>
 CSAT (Customer Satisfaction)
 </li>
 <li>
 Lead incident management, escalation handling, and major incident communication.
 </li>
 <li>
 Drive root cause analysis (RCA) and continuous service improvement initiatives.
 </li>
 <li>
 Ensure compliance with ITIL and ISO 20000 service management standards.
 </li>
 </ul>
 
 
 Workforce &amp; Team Management
 
 
 <ul>
 <li>
 Plan workforce scheduling and 24&times;7 shift rotations to ensure uninterrupted coverage.
 </li>
 <li>
 Lead, mentor, and develop L1 Operators, L2 Engineers, and Call Center Agents.
 </li>
 <li>
 Establish structured training programs and career progression pathways.
 </li>
 <li>
 Optimize staffing models and productivity metrics.
 </li>
 </ul>
 
 
 Reporting &amp; Governance
 
 
 <ul>
 <li>
 Prepare executive-level reports on SLA performance, uptime, and customer satisfaction.
 </li>
 <li>
 Present monthly operational reviews to senior management.
 </li>
 <li>
 Collaborate with IT leadership and Customer Experience teams to enhance service delivery.
 </li>
 </ul>
 
 
 Required Experience
 
 
 <ul>
 <li>
 Minimum
 
 12+ years
 
 of experience in IT operations, service management, or customer service environments.
 </li>
 <li>
 At least
 
 5+ years in a leadership role
 
 managing NOC, SOC, or Call Center operations.
 </li>
 <li>
 Demonstrated experience managing 24&times;7 operational environments.
 </li>
 </ul>
 
 
 Required Skills &amp; Competencies
 
 
 <ul>
 <li>
 Strong command of
 
 ITIL framework and ISO 20000
 
 standards.
 </li>
 <li>
 Proven leadership across both technical and customer-facing teams.
 </li>
 <li>
 Hands-on experience with NOC monitoring tools such as:
 </li>
 <li>
 Dynatrace
 </li>
 <li>
 VMware vRealize Operations
 </li>
 <li>
 SolarWinds
 </li>
 <li>
 Familiarity with Call Center CRM and IVR systems.
 </li>
 <li>
 Excellent crisis management and stakeholder communication skills.
 </li>
 <li>
 Strong analytical and reporting capabilities.
 </li>
 <li>
 
 Arabic language proficiency (business level) is mandatory.
 
 </li>
 </ul>
 
 
 Certifications
 
 
 <ul>
 <li>
 
 ITIL v4 Managing Professional (Mandatory)
 
 </li>
 <li>
 PMP or PgMP (Preferred)
 </li>
 <li>
 Customer Service or Call Center Operations Certification (Preferred)
 </li>
 </ul>
 
 
 Key Deliverables
 
 
 <ul>
 <li>
 Unified performance dashboard covering NOC and Call Center metrics.
 </li>
 <li>
 Monthly SLA, uptime, MTTR, FCR, and CSAT reports.
 </li>
 <li>
 Workforce optimization and shift rotation plans.
 </li>
 <li>
 Incident and problem management reports with documented RCA.
 </li>
 <li>
 Continuous improvement roadmap for service excellence.
 </li>
 </ul>
 
 
 KPIs
 
 
 <ul>
 <li>
 Service Availability &amp; SLA Compliance
 </li>
 <li>
 MTTR / MTTA
 </li>
 <li>
 First Call Resolution (FCR)
 </li>
 <li>
 Customer Satisfaction (CSAT)
 </li>
 <li>
 Staff productivity &amp; schedule adherence
 </li>
 </ul>
 
 
 Reporting Structure
 
 
 <ul>
 <li>
 Reports directly to
 
 Head of IT (Deputy CTO / CTO)
 
 </li>
 <li>
 Dotted-line reporting to
 
 Customer Experience Leadership
 
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Seniority Level
 </li>
 <li>
 Mid-Senior level
 </li>
 <li>
 Industry
 </li>
 <li>
 IT Services and IT Consulting
 </li>
 <li>
 Employment Type
 </li>
 <li>
 Full-time
 </li>
 <li>
 Job Functions
 </li>
 <li>
 Information Technology
 </li>
 <li>
 Skills
 </li>
 <li>
 IT Operations
 </li>
 <li>
 Operations
 </li>
 <li>
 Network Operations Center (NOC)
 </li>
 <li>
 Management
 </li>
 <li>
 IT Service Management
 </li>
 <li>
 Customer Satisfaction
 </li>
 <li>
 Staffing Models
 </li>
 <li>
 IT Escalation
 </li>
 <li>
 Customer
 </li>
 </ul>
</div>

NOC Manager

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