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associate manager, sales operations & support Jobs in Cairo

call center manager

call center team leader

MetLife Egypt

<div>
 
 Requirements
 
 
 
 
 Description and Requirements
 
 
 
 
 The Opportunity
 
 
 
 Team Leader is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.
 
 
 By ensuring smooth call center operations, the RTM role supports MetLife&rsquo;s mission of delivering exceptional customer care across Egypt.
 
 
 As a Team Leader, you will play a pivotal role in optimizing team performance, minimizing delays, achieving Call center metrices and enhancing customer satisfaction. This position is perfect for individuals passionate about problem-solving, efficiency, and making a meaningful impact on service excellence in a global organization.
 
 
 
 How You&rsquo;ll Help Us Build a Confident Future (Key Responsibilities)
 
 
 
 <ul>
 <li>
 Operational Focus: Team leaders primarily focus on the day-to-day operations of a specific team, managing a group of agents and ensuring they meet targets and performance goals.
 </li>
 <li>
 Direct Support: They provide immediate support and coaching to agents, guiding them through calls and assisting with any challenges that arise during customer interactions.
 </li>
 <li>
 Motivation and Morale: Team leaders play a key role in maintaining team morale, fostering a positive work environment, and motivating agents to perform at their best.
 </li>
 <li>
 Team Coordination: They facilitate communication within the team, organizing schedules, and ensuring that workflow is efficient and collaborative.
 </li>
 <li>
 Feedback Loop: Team leaders collect feedback from agents and relay it to supervisors, ensuring that frontline insights contribute to overall management strategies.
 </li>
 <li>
 Quality Assurance: Review calls for quality assurance and share best practices with the team.
 
 
 
 </li>
 </ul>
 
 What You Need To Succeed (Required Qualifications)
 
 
 
 <ul>
 <li>
 Minimum 3 years&rsquo; experience in call center industry (2 years in insurance field).
 </li>
 <li>
 Excellent communication, leadership, and interpersonal skills.
 </li>
 <li>
 Good command of written/spoken English.
 </li>
 <li>
 Excellent knowledge of commonly used word processing, spreadsheet, and database software packages.
 </li>
 <li>
 Ability to work under pressure.
 </li>
 <li>
 Details oriented and high analytical capabilities.
 
 
 
 </li>
 </ul>
 
 What Can Give You An Edge (Additional Skills)
 
 
 
 <ul>
 <li>
 Communication Proficiency.
 </li>
 <li>
 Customer/Client Focus.
 </li>
 <li>
 Leadership.
 </li>
 <li>
 Organizational Skills.
 </li>
 <li>
 Performance Management.
 </li>
 <li>
 Problem Solving/Analysis.
 </li>
 <li>
 Technical Capacity.
 
 
 
 </li>
 </ul>
 
 About MetLife
 
 
 
 Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World&rsquo;s 25 Best Workplaces&trade;, MetLife, through its subsidiaries and affiliates, is one of the world&rsquo;s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
 
 
 Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we&rsquo;re inspired to transform the next century in financial services. At MetLife, it&rsquo;s #AllTogetherPossible . Join us!
</div>

Call Center Team Leader

QNB Egypt

<div>
 
 About the job
 
 
 
 
 
 
 Job Summary:
 
 
 
 
 
 
 Act as a primary contact point for QNB clients/nonclients. Answer incoming calls received, respond to inquiries, manage complaints, identify significant customer service problems, and provide general information.
 
 
 
 
 
 
 Duties &amp; Responsibilities:
 
 
 
 
 
 
 1.Handle all customer inquiries &amp; requests.
 
 
 2. Identify and escalate issues to Team Leader
 
 
 3. Provide product and service information to clients. Cross sell products and services to clients &amp; nonclients according to Contact Center processes and set the needed appointments with concerned Network.
 
 
 4. Document all call information on the relevant systems.
 
 
 5. Send all customer inquiries, requests, appointments, &amp; referrals to the network &amp; related head office departments.
 
 
 6. Determine customers&rsquo; needs and achieve customer satisfaction.
 
 
 7. Answer &amp; process clients&rsquo; inquiries, requests &amp; complaints received according to Contact Center processes.
 
 
 8. Suggest ideas to enhance the service level offered to the clients.
 
 
 9. Handle campaigns if availability of queuing needs, for example (covering shortage, crisis, huge campaign, etc&hellip;.).
 
 
 10. Replace the Customer Service Team Leader in case of unavailability.
 
 
 11. Assist the Customer Service Team Leader in providing guidance &amp; advice to the team members.
 
 
 12. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.
 
 
 13. Adhere to QNB policies &amp; procedures in order to guarantee that QNB business is conducted in compliance with Local Laws, Internal Rules &amp; Regulations, as well as International Standards.
 
 
 
 
 
 
 Education
 
 :
 
 
 
 
 
 Bachelor&rsquo;s Degree in marketing, Business Administration or Commerce
 
 
 
 
 
 
 Experience:
 
 
 
 
 
 <ul>
 <li>
 0-2 years of experience in the related field .
 </li>
 </ul>
 
 
 
 
 
 Skills:
 
 
 
 
 
 <ul>
 <li>
 Handling Skills and Customer Oriented Attitude
 </li>
 <li>
 Excellent Interpersonal &amp; selling skills
 </li>
 <li>
 High communication skills, especially verbal
 </li>
 <li>
 Ability to work under pressure &amp; shifts basis
 </li>
 <li>
 Good knowledge of computer and telephony Environment
 </li>
 <li>
 Fluency in Arabic and English written/spoken
 </li>
 </ul>
 
 
</div>

Outsource  Call Center Representative

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

Mashreq

<div>
 
 We are currently hiring an English Call Center Officer to join our dynamic team. In this role, you will be responsible for handling inbound and outbound calls, assisting customers with their inquiries, and providing excellent customer service while ensuring a high level of customer satisfaction.
 
 
 
 
 
 The ideal candidate should have excellent English communication skills, strong problem-solving abilities, and a customer-oriented mindset. Previous experience in customer service or call center roles is a plus.
 
 
 This is a rewarding opportunity for candidates who are passionate about customer service and looking to grow their career in a professional and fast-paced English call center environment.
 
 
 
 
 
 Key responsibilities include handling inbound and outbound calls, responding to customer inquiries, resolving issues, documenting interactions in the system, and ensuring a positive customer experience.
 
 
 Candidates with strong English communication skills, problem-solving abilities, and a customer-focused mindset are encouraged to apply.
 
</div>

Call Center Specialist

<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

Reboot Monkey

<div>
 
 About The Role
 
 
 
 Join our team as a
 
 Data Center Technician
 
 in
 
 Alexandria, Egypt
 
 . This is a freelance, on-site position where you'll support critical infrastructure at world-class data center facilities.
 
 
 
 Compensation &amp; Benefits
 
 
 
 
 E&pound;350,000-500,000/year
 
 (EGP annual)
 
 
 Comprehensive benefits package including:
 
 
 <ul>
 <li>
 Health, dental, and vision insurance
 </li>
 <li>
 Paid time off and holidays
 </li>
 <li>
 Professional development allowance
 </li>
 <li>
 Certification sponsorship
 
 
 
 </li>
 </ul>
 Work Schedule
 
 
 <ul>
 <li>
 Freelance permanent position
 </li>
 <li>
 Standard business hours with on-call rotation
 </li>
 <li>
 Shift differentials for nights/weekends when applicable
 
 
 
 </li>
 </ul>
 Key Responsibilities
 
 
 <ul>
 <li>
 Install, configure, and maintain server and network equipment
 </li>
 <li>
 Perform structured cabling (copper and fiber optic)
 </li>
 <li>
 Execute hardware deployments and decommissions
 </li>
 <li>
 Monitor environmental systems (power, cooling, security)
 </li>
 <li>
 Respond to incidents and perform troubleshooting
 </li>
 <li>
 Maintain accurate documentation and asset tracking
 </li>
 <li>
 Collaborate with engineering and operations teams
 </li>
 <li>
 Participate in capacity planning and upgrades
 </li>
 <li>
 3+ years data center operations experience
 </li>
 <li>
 Expert cabling skills (Cat6/6a, OM3/OM4/OS2 fiber)
 </li>
 <li>
 Strong troubleshooting and problem-solving abilities
 </li>
 <li>
 Experience with rack and stack operations
 </li>
 <li>
 Understanding of power distribution and UPS systems
 </li>
 <li>
 Excellent documentation and communication skills
 </li>
 <li>
 Ability to lift 50+ lbs and work in demanding environments
 </li>
 <li>
 Data center certifications (CDCP, CDCS, CDCE) - preferred
 </li>
 <li>
 Vendor certifications (Dell, HPE, Cisco) - preferred
 </li>
 <li>
 Network certifications (CCNA, JNCIA) - preferred
 </li>
 <li>
 Experience with DCIM platforms - preferred
 </li>
 <li>
 Knowledge of ITIL practices - preferred
 </li>
 </ul>
</div>

Data Center Technician - Egypt - Cairo - On-site

Explore 445+ Call center team leader in Cairo this April. Find roles across top companies and apply now to boost your career.

445 call center team leader jobs In Cairo

Call Center Team Leader

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Call Center Manager

Call Center Specialist

Client Affairs Director

Data Center Technician - Egypt - Alexandria - On-site

Data Center Technician - Egypt - Cairo - On-site