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account manager - (remote - egypt) Jobs in Cairo

account manager - (remote - egypt)

call center manager

Waffarha

<div>
 
 Job Summary
 
 
 
 The Call Center Manager is responsible for overseeing daily call center operations, ensuring high levels of customer satisfaction, team performance, and service quality. This role manages staff, optimizes processes, monitors KPIs, and works closely with other departments to meet business objectives.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Manage and supervise daily call center operations (inbound/outbound).
 </li>
 <li>
 Lead, coach, and develop team leaders and call center agents.
 </li>
 <li>
 Set performance goals and monitor KPIs such as AHT, SLA, CSAT, QA scores, and attendance.
 </li>
 <li>
 Ensure excellent customer service standards and handle escalated customer complaints.
 </li>
 <li>
 Prepare schedules, shifts, and workforce planning to meet service levels.
 </li>
 <li>
 Conduct regular performance reviews and provide constructive feedback.
 </li>
 <li>
 Identify training needs and coordinate onboarding and ongoing training programs.
 </li>
 <li>
 Develop and improve call center policies, procedures, and workflows.
 </li>
 <li>
 Prepare daily, weekly, and monthly performance reports for management.
 </li>
 <li>
 Ensure compliance with company policies, data privacy, and quality standards.
 </li>
 <li>
 Collaborate with HR, IT, and Operations to improve systems and processes.
 </li>
 <li>
 Manage call center tools, CRM systems, and telephony platforms.
 
 
 </li>
 </ul>
 
 Qualifications &amp; Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Management, or a related field (preferred).
 </li>
 <li>
 3&ndash;5 years of experience in call center operations, with at least 2 years in a managerial role.
 </li>
 <li>
 Strong leadership and people-management skills.
 </li>
 <li>
 Experience working with KPIs, dashboards, and performance reporting.
 </li>
 <li>
 Excellent communication and problem-solving skills.
 </li>
 <li>
 Ability to work under pressure and manage multiple priorities.
 </li>
 <li>
 Strong analytical and decision-making abilities.
 </li>
 <li>
 Proficiency in CRM systems and call center software.
 </li>
 <li>
 Fluent in English (additional languages are a plus).
 
 
 </li>
 </ul>
 
 Key Skills
 
 
 
 <ul>
 <li>
 Team leadership &amp; coaching
 </li>
 <li>
 Customer experience management
 </li>
 <li>
 Performance analysis &amp; reporting
 </li>
 <li>
 Conflict resolution
 </li>
 <li>
 Process improvement
 </li>
 <li>
 Time &amp; workforce management
 </li>
 </ul>
</div>

Call Center Manager

700apps

<div>
 We are seeking a highly skilled
 
 Senior VoIP &amp; Contact Center Integration Engineer
 
 to lead the integration between enterprise contact center platforms and modern AI-powered voice technologies.
 
 
 This role focuses on enabling organizations to enhance their existing call center infrastructure with
 
 AI voice automation
 
 , without replacing their current systems. The ideal candidate will have strong experience working with enterprise contact center technologies and VoIP infrastructure, along with the ability to integrate these systems with AI platforms through
 
 SIP protocols, APIs, and real-time audio streaming
 
 .
 
 
 The engineer will collaborate with AI engineers, solution architects, and enterprise clients to design and implement scalable integrations between telephony systems and conversational AI solutions.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Design and implement integrations between enterprise contact center platforms and AI voice agents.
 </li>
 <li>
 Configure and manage VoIP infrastructure including SIP trunks, routing policies, and telephony gateways.
 </li>
 <li>
 Integrate traditional IVR systems with AI-based conversational voice platforms.
 </li>
 <li>
 Design and implement end-to-end call flows between IVR systems, AI agents, and human agents.
 </li>
 <li>
 Enable real-time voice streaming between telephony systems and AI speech engines.
 </li>
 <li>
 Develop middleware and API integrations connecting contact center systems with enterprise platforms and AI services.
 </li>
 <li>
 Troubleshoot telephony issues related to SIP signaling, RTP media streams, call routing, and call quality.
 </li>
 <li>
 Integrate call center solutions with CRM systems, ticketing platforms, and enterprise applications.
 </li>
 <li>
 Collaborate with internal engineering teams to build scalable and reliable voice automation solutions.
 </li>
 <li>
 Support deployment and optimization of AI-powered call center solutions for enterprise clients.
 
 
 </li>
 </ul>
 
 Required Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Telecommunications, Information Technology, or a related field.
 </li>
 <li>
 7&ndash;10 years of experience in telephony systems, VoIP engineering, or contact center technologies.
 </li>
 <li>
 Strong understanding of VoIP architecture and protocols, including SIP and RTP.
 </li>
 <li>
 Hands-on experience with telephony platforms such as Asterisk or similar systems.
 </li>
 <li>
 Experience working with enterprise contact center platforms such as Cisco, Avaya, or Genesys.
 </li>
 <li>
 Experience integrating systems using REST APIs and enterprise integration patterns.
 </li>
 <li>
 Strong troubleshooting skills related to VoIP signaling, call routing, and voice quality issues.
 </li>
 <li>
 Experience working with IVR systems and call flow design.
 
 
 </li>
 </ul>
 
 Preferred Experience
 
 
 
 <ul>
 <li>
 Experience integrating AI voice platforms or conversational AI systems.
 </li>
 <li>
 Hands-on experience with real-time audio streaming technologies.
 </li>
 <li>
 Experience integrating telephony systems with CRM or ticketing platforms.
 </li>
 <li>
 Experience developing middleware services for telephony integrations.
 </li>
 <li>
 Familiarity with cloud platforms and modern communication APIs.
 
 
 </li>
 </ul>
 
 Preferred Background (Saudi Market)
 
 
 
 Experience working with:
 
 
 <ul>
 <li>
 Telecom operators such as STC, Mobily, or Zain Saudi Arabia
 </li>
 <li>
 Large enterprise contact centers in the Saudi market
 </li>
 <li>
 Government call center systems
 </li>
 <li>
 System integrators delivering enterprise contact center solutions
 
 
 </li>
 </ul>
 Nice to Have
 
 
 <ul>
 <li>
 Experience with AI voice APIs and speech processing platforms
 </li>
 <li>
 Experience in AI-powered call center automation
 </li>
 <li>
 Knowledge of real-time voice processing pipelines
 </li>
 <li>
 Experience supporting large-scale enterprise telephony environments
 </li>
 </ul>
</div>

Senior VoIP & Contact Center Integration Engineer (AI Call Center)

Concentrix

<div>
 
 Job Title
 
 
 
 Consultant Global Analytic Insights
 
 
 
 Job Description
 
 
 
 We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
 
 
 The global technology and services leader that powers the world&rsquo;s best brands, today and into the future. We&rsquo;re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we&rsquo;re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
 
 
 The Concentrix Technical Products and Services (TPS) team is the driving force behind Concentrix&rsquo;s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
 
 
 Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we&rsquo;re proud to be recognized with awards such as "World's Best Workplaces," &ldquo;Best Companies for Career Growth,&rdquo; and &ldquo;Best Company Culture,&rdquo; year after year.
 
 
 Join us and be part of this journey towards greater opportunities and brighter futures.
 
 
 The Consultant, CX Operations Insights will be instrumental in analyzing call center performance and customer satisfaction data to drive operational improvements. Reporting to the Senior Analytics Manager, you will evaluate processes impacting customer satisfaction scores and design projects to enhance these metrics. Your expertise will be vital in interpreting trends, identifying root causes, and supporting performance improvement initiatives.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Monitor customer satisfaction and key operational metrics to identify performance trends.
 </li>
 <li>
 Prepare and present monthly management reports summarizing findings.
 </li>
 <li>
 Analyze qualitative and quantitative data using tools like Microsoft Pivot tables and crosstabs.
 </li>
 <li>
 Collaborate with statisticians on main driver analyses and correlations between customer satisfaction and operational metrics.
 </li>
 <li>
 Lead cause analyses to uncover performance gaps through observations and interviews.
 </li>
 <li>
 Organize action planning sessions with Call Center Operations and partners.
 </li>
 <li>
 Develop recommendations for operational adjustments and assist in testing new processes.
 </li>
 <li>
 Work closely with operational units to implement action plans effectively.
 </li>
 <li>
 Produce regular project updates and track progress against action plans.
 </li>
 <li>
 Document insights, proposals, and outcomes for internal and client reviews.
 </li>
 <li>
 Engage with external clients to present findings and propose solutions.
 </li>
 <li>
 Identify potential issues impacting analysis and collaborate on contingency planning.
 </li>
 <li>
 Contribute to decisions on analytical design and deliverable timelines.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Analytics, Statistics, or a related field; Master&rsquo;s degree preferred.
 </li>
 <li>
 3-5 years of experience in data analysis or performance improvement, preferably in a call center environment.
 </li>
 <li>
 Proficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).
 </li>
 <li>
 Strong analytical skills with the ability to interpret complex data sets.
 </li>
 <li>
 Excellent verbal and written communication skills for diverse audiences.
 </li>
 <li>
 Proven ability to collaborate with cross-functional teams and external clients.
 </li>
 <li>
 Strong problem-solving skills with a proactive approach.
 </li>
 <li>
 Experience in project management, ensuring timely delivery of results.
 
 
 </li>
 </ul>
 
 Join our team and contribute to enhancing customer experience through data-driven insights and operational excellence!
 
</div>

Consultant Global Analytic Insights

<div>
 
 The Client Affairs Director is responsible for leading and managing all client-facing operations across the post-sales customer journey, including property handover, customer service operations, and call center management. This role ensures a seamless and positive customer experience from unit readiness through handover and ongoing client support.
 
 
 
 
 
 The Client Affairs Director plays a critical role in strengthening customer trust, enhancing brand reputation, and ensuring the successful delivery of projects from a client experience perspective. Real estate development experience is essential, while community management exposure is considered a strong advantage.
 
 
 
 
 
 Job Responsibilities:
 
 
 
 
 <ul>
 <li>
 Lead and manage the Client Affairs function, overseeing customer service, call center operations, and property handover activities to ensure a consistent and high-quality client experience.
 </li>
 <li>
 Develop and implement client service strategies, policies, and procedures to enhance customer satisfaction and strengthen long-term relationships with clients.
 </li>
 <li>
 Oversee the end-to-end handover process, ensuring proper coordination with Development, Construction, Finance, and Legal teams to deliver units to clients smoothly and in line with company standards.
 </li>
 <li>
 Ensure efficient management of customer inquiries, requests, complaints, and escalations across all service channels including call center, digital platforms, and customer service offices.
 </li>
 <li>
 Establish and monitor service level agreements (SLAs), quality standards, and operational procedures to maintain high performance in customer service and call center operations.
 </li>
 <li>
 Monitor client feedback, satisfaction surveys, and service performance data to identify improvement opportunities and enhance overall client experience.
 </li>
 <li>
 Coordinate with internal departments to resolve technical, contractual, or financial client issues and ensure timely resolution of client concerns.
 </li>
 <li>
 Develop reporting dashboards and performance metrics related to handover operations, customer satisfaction, service response times, and complaint resolution.
 </li>
 <li>
 Lead, mentor, and develop the Client Affairs team to ensure high performance, service excellence, and alignment with the company&rsquo;s customer experience strategy.
 </li>
 <li>
 Support the transition of clients from handover to community management or property management teams to ensure continuity of service and resident satisfaction.
 </li>
 </ul>
 
 
 
 
 Job Requirements:
 
 
 
 
 
 
 - Education:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Marketing, Management, or a related field.
 </li>
 <li>
 Professional certifications in Customer Experience or Service Management are considered an advantage.
 </li>
 </ul>
 
 
 - Previous Experience:
 
 
 <ul>
 <li>
 Minimum 5 years in a leadership role in customer service, client relations, or customer experience within the real estate development sector.
 </li>
 <li>
 Proven experience managing property handover operations, customer service teams, and call center functions in real estate developers.
 </li>
 </ul>
 
 
 - Special requirements:
 
 
 <ul>
 <li>
 Community management or property management exposure is a plus.
 </li>
 <li>
 Strong knowledge of the real estate customer lifecycle including sales support, unit handover, and post-handover service.
 </li>
 <li>
 Strong problem-solving and conflict resolution capabilities with a customer-centric mindset.
 </li>
 <li>
 Ability to analyze customer feedback and operational data to drive service improvements.
 </li>
 </ul>
</div>

Client Affairs Director

Seoudi Supermarket

<div>
 The role oversees daily operations of the voice contact center teams, ensuring service quality, team performance, and customer satisfaction are consistently achieved. It focuses on coaching agents/team leaders, monitoring KPIs, handling escalations, and driving continuous improvement in customer experience across all voice operations. Monitors performance dashboards, efficient hotline performance, quality reports, and complaint logs to identify improvement opportunities and ensure alignment with departmental OKRs.
 
 
 RESPONSIBILITIES
 
 <ul>
 <li>
 Supervise and manage a team of customer service representatives through team leaders
 </li>
 <li>
 Monitor daily performance metrics (SLA, AHT, FCR, CSAT, Quality Scores)
 </li>
 <li>
 Handle complex customer complaints and escalations
 </li>
 <li>
 Review call quality reports, monitor complaint emails and dashboards, and ensure timely resolution according to company standards
 </li>
 <li>
 Review complaints and determine whether the company or the employee is responsible for outcomes, ensuring fair and accurate decisions
 </li>
 <li>
 Supervise the hotline&rsquo;s daily performance and ensure continuous and efficient service availability
 </li>
 <li>
 Review individual productivity metrics (calls handled, ACW, AHT) and share detailed reports with team leaders for performance follow-up
 </li>
 <li>
 Hold weekly meetings with team leaders to review performance metrics, discuss challenges, and identify improvement opportunities
 </li>
 <li>
 Meet with the direct manager to present department results (quality, complaints, scorecards, orders, productivity) and provide data-driven analysis
 </li>
 <li>
 Oversee and approve team leave and rest schedules to ensure optimal staffing coverage
 </li>
 <li>
 Collaborate with the Quality Team in calibration sessions with team leaders to align evaluation standards and feedback
 </li>
 <li>
 Develop and maintain the department&rsquo;s manpower plan and participate in interviews for contact center hiring
 </li>
 <li>
 Conduct and oversee employee evaluations to ensure fair assessment and alignment with performance standards
 </li>
 <li>
 Manage annual headcount planning and allocate hiring needs throughout the year based on business requirements
 </li>
 <li>
 Support training and onboarding of new team members
 
 
 
 </li>
 </ul>
 
 REQUIREMENTS
 
 <ul>
 <li>
 5-7 years of experiences is a supervisory role
 </li>
 <li>
 Bachelor's degree
 </li>
 <li>
 Advanced conflict resolution and troubleshooting skills
 </li>
 <li>
 Advanced Microsoft Office skills (Word, Excel, Power Point, Outlook)
 </li>
 <li>
 Advanced people managing skills
 </li>
 <li>
 Intermediate ability using Ai tools (ex. Power BI)
 </li>
 <li>
 Excellent English language profession
 
 
 </li>
 </ul>
</div>

Contact Center Supervisor - Voice

VCloud

<div>
 
 
 Overview
 
 
 
 The Customer Experience Representative (CER) is a customer-focused professional responsible for managing inbound, outbound, chat, and email customer interactions. This position primarily supports Healthcare Providers (HCPs) and Consumers by delivering accurate and effective responses to inquiries regarding pharmaceutical products and services. The CER uses approved reference materials, product training, and healthcare expertise to provide first-call resolution or escalate issues to the appropriate external departments.
 
 
 Key performance metrics, including call handling and quality goals, will be assigned and periodically reviewed by the VCloud Management Team to ensure consistent achievement or exceeding of these objectives.
 
 
 
 Role and Responsibilities
 
 
 
 
 
 
 &bull;Customer Interaction
 
 
 o Provide world-class customer service by managing inquiries to successful resolution through inbound, outbound, chat, and email interactions.
 
 
 o Build rapport with customers, maintaining strong internal and external customer relationships.
 
 
 
 
 
 &bull; Pharmaceutical Product Support
 
 
 o Offer accurate product and disease state information within the guidelines of approved call scripts or standard FAQ responses.
 
 
 o Communicate specific product messaging effectively and consistently as required by the client.
 
 
 &bull; Escalation and Compliance
 
 
 o Evaluate and escalate customer inquiries to external departments as appropriate.
 
 
 o Ensure adherence to all industry regulations, including adverse event reporting, product quality processes, and HIPAA compliance.
 
 
 
 
 
 &bull; Documentation and Reporting
 
 
 o Accurately record customer interactions in the CRM system or escalation forms.
 
 
 o Manage all project work, including call handling and after-call documentation, within the assigned timeframe.
 
 
 &bull; Training and Development
 
 
 o Complete and maintain all required training and acknowledgment logs within the specified deadlines.
 
 
 o Share suggestions, technical issues, and best practices with team members and supervisors.
 
 
 
 Qualifications and Education Requirements
 
 
 
 
 
 
 &bull; Experience
 
 
 o C2 &ndash; Mastery/Proficiency in English
 
 
 o Minimum of 2 years of previous call center experience; required.
 
 
 o Previous medical background experience, such as medical education, clinical/pharmacy work history, or medical call center experience; required.
 
 
 o Experience providing medical information and customer service to healthcare professionals; strongly preferred.
 
 
 &bull; Education
 
 
 o Bachelor&rsquo;s degree graduate; required.
 
 
 o Valid, active LPN, RN, or Pharmacy license; preferred.
 
</div>

Customer Experience Representative

Saudi German Health

<div>
 
 We are looking for a motivated Telesales Agent to join our Contact Center team and support members
 
 in Egypt
 
 with healthcare plan information, pre-authorizations, and customer inquiries.
 
 
 
 
 
 🔹 Key Responsibilities:
 
 
 &bull; Handle inbound calls and email inquiries professionally
 
 
 &bull; Provide members and healthcare providers with benefit and coverage details
 
 
 &bull; Process medical pre-authorizations (if covered)
 
 
 &bull; Advise on co-payments and network providers
 
 
 &bull; Recommend suitable plans to prospective members
 
 
 &bull; Record call details and update CRM accurately
 
 
 &bull; Handle complaints and follow up on complex cases
 
 
 
 
 
 🔹 Requirements:
 
 
 &bull; Bachelor&rsquo;s degree in Business Administration or equivalent
 
 
 &bull; Fresh Grads-2 years of experience in telesales or call center operations
 
 
 &bull; Medical or insurance background is preferred
 
 
 &bull; Strong communication skills and customer-focused mindset
 
 
 &bull; Ability to work in a fast-paced environment
 
 
 
 
 
 If you&rsquo;re driven, service-oriented, and ready to grow within a leading healthcare organization, we&rsquo;d love to hear from you.
 
</div>

Telesales Specialist - SGH Egypt Offshore

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