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contact center manager premium

Etihad

<div>
 Synopsis
 
 
 
 
 The Contact Center Performance Manager for the Dedicated Premium Team will oversee a specialized team focused on providing exceptional service to our highest-value guests. This role ensures that both in-house and outsourced team members deliver outstanding service, maintain high levels of guest satisfaction, and uphold our brand standards.
 
 
 Accountabilities
 
 
 
 
 <ul>
 <li>
 Oversee daily operations of the dedicated premium team within the contact center, managing both in-house and outsourced teams to ensure exceptional service.
 </li>
 <li>
 Define and uphold high-performance standards and service criteria specifically tailored to high-value guest interactions.
 </li>
 <li>
 Track and analyse team performance against key KPIs, with a strong emphasis on service quality and guest satisfaction.
 </li>
 <li>
 Conduct regular training sessions and workshops to elevate team skills and optimize service delivery.
 </li>
 <li>
 Implement clear and effective communication protocols to ensure smooth coordination between in-house teams and outsourced partners.
 </li>
 <li>
 Handle escalated cases from high-value guests, providing prompt resolutions that align with premium service standards.
 </li>
 <li>
 Analyse performance data to identify trends, anticipate needs, and drive strategic improvements.
 </li>
 <li>
 Prepare comprehensive reports on team performance, guest feedback, and operational challenges for senior management review.
 </li>
 <li>
 Cultivate a collaborative environment between in-house and outsourced teams to ensure seamless communication and service continuity.
 </li>
 <li>
 Develop and implement strategies to enhance the Net Promoter Score (NPS) for this premium guest segment, driving initiatives that strengthen guest satisfaction and loyalty.
 
 
 </li>
 </ul>
 Education &amp; Experience
 
 
 
 
 <ul>
 <li>
 Degree level education preferred, or equivalent.
 </li>
 <li>
 Minimum of 7 years customer service experience
 </li>
 <li>
 3+ years of management experience in an inbound/outbound Contact Center (essential)
 </li>
 <li>
 Experience in customer service &amp; in travel sector
 </li>
 <li>
 Six Sigma Green Belt (Black Belt is an advantage)
 </li>
 <li>
 COPC implementation leader
 
 
 </li>
 </ul>
 
 About Etihad Airways
 
 
 
 Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world&rsquo;s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad&rsquo;s codeshare partners, Etihad&rsquo;s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad&rsquo;s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
 
 
 To learn more, visit etihad.com
 
 
 
 Recruitment Fraud Alert
 
 
 
 Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.
</div>

Contact Center Manager - Premium

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

Arab Bank

<div>
 
 
 Duties &amp; Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Provide exceptional quality service to new and existing Premium clients relationships by providing them with the full suite of financial products &amp; services based on their needs.
 </li>
 <li>
 Maximize profitability and create client ownership by providing the highest level of customer service through continuous proactive sales calls &amp; visits to existing and new clients.
 </li>
 <li>
 Develop an action plan to broaden the existing client relationship by to acquiring new client relationships as well as new TMLs.
 </li>
 <li>
 Achieve sales targets in line with best practice standards of services and acting as a &ldquo;Trusted Advisor&rdquo; to the Premium clients.
 </li>
 <li>
 Adhere to Premium service quality standards and comply with Premium policies and guidelines.
 </li>
 <li>
 Update all clients&rsquo; files and ensure that all documents related to client are available in order to comply to KYC and AML Regulations.
 </li>
 <li>
 Identify and acquire new Premium clients to achieve &ldquo;New To Bank&rdquo; targets as well as cross sell targets.
 </li>
 <li>
 Review existing client relationships to ensure a greater share of wallet and higher cross sell ratios.
 </li>
 <li>
 Monitor own portfolio (portfolio management) by tracking the progress of Customer base, Asset Portfolio, Deposit Portfolio &amp; Penetration Ratios of products and service.
 </li>
 <li>
 Pay attention to client feedback for any suggestions/concerns to propose innovative ideas for new products and services, and escalate to the Premium Program Manager when necessary.
 </li>
 <li>
 Participate in Premium program sponsorship, events &amp; initiatives that contribute in promoting the program image.
 </li>
 <li>
 Retain Client ownership (strong knowledge of client account, transactions and all issues related to client)
 </li>
 </ul>
 
 
 
 
 
 Job Requirements:
 
 
 
 
 
 <ul>
 <li>
 Bachelor degree in Business Administration / Finance or Economics
 </li>
 <li>
 min. 2-5 years in banking relationship management and sales of retail products.
 </li>
 <li>
 Fluency in English is a must.
 </li>
 <li>
 Excellent Communication and Time Mgt. Skills.
 </li>
 <li>
 Very good Networking and selling skills.
 </li>
 </ul>
 
 
</div>

Premium Relationship Officer

Procore Technologies

<div>
 
 Job Ad
 
 
 
 We&rsquo;re looking for a
 
 Customer Support Representative
 
 to join Procore&rsquo;s Customer Support department. In this role, you&rsquo;ll utilize your strong problem-solving and people skills to support a product that impacts how communities&rsquo; hospitals, homes, sports stadiums, and schools worldwide are built. You will help save our customers time and resources via first-contact resolutions, giving our clients the confidence to understand, use, and evangelize Procore's platform.
 
 
 As a
 
 Customer Support Representative
 
 , you&rsquo;ll partner with Subject Matter Experts and internal departments to resolve customer problems and manage cases to the point of resolution. Use your troubleshooting, communication, and multitasking skills to deliver a best-in-class customer experience across telephone, chat, and email channels.
 
 This is an exciting opportunity to join our first CSR team in Cairo, Egypt
 
 , offering a launching point for a career in Custom Solutions, Documentation, Enablement, and more.
 
 
 This position reports into the Senior Manager of Customer Support and will be based in our
 
 Cairo, Egypt office
 
 . We&rsquo;re looking for someone to join us immediately!
 
 
 
 What you&rsquo;ll do:
 
 
 
 <ul>
 <li>
 Deliver a best-in-class customer experience by managing inquiries via telephone, chat, and email to enable customers to achieve their goals.
 </li>
 <li>
 Acquire and maintain a thorough understanding of Procore&rsquo;s business model, systems, and technologies to optimize customer usage of the software suite.
 </li>
 <li>
 Troubleshoot technical issues, diagnose root causes, and research answers to questions using established resources.
 </li>
 <li>
 Partner with internal departments to resolve complex customer problems and leverage collaboration skills to provide appropriate solutions.
 </li>
 <li>
 Maintain productivity in a high-volume, fast-paced contact center environment while adhering to assigned schedules and performance metrics.
 </li>
 <li>
 Document records and data security with consistent attention to detail and integrity.
 </li>
 <li>
 Convey Procore&rsquo;s culture and values of Openness, Optimism, and Ownership in every interaction.
 </li>
 <li>
 Seek proactive guidance from management and teammates to ensure continuous improvement and alignment.
 
 
 </li>
 </ul>
 
 What we&rsquo;re looking for:
 
 
 
 <ul>
 <li>
 1+ year of experience in a contact center or technical support environment, or 2+ years of related customer support experience.
 </li>
 <li>
 Fluent English speaker with excellent written and oral communication skills (subject to verification via assessment).
 </li>
 <li>
 Strong multitasking skills with the ability to self-manage workloads while providing extraordinary client experiences.
 </li>
 <li>
 Critical thinking abilities to assess issues, provide proactive advice, and efficiently escalate cases when appropriate.
 </li>
 <li>
 Reliable self-starter with excellent attendance, time management skills, and an eagerness to learn quickly.
 </li>
 <li>
 Ability to communicate optimistically and professionally with clients, maintaining poise under pressure.
 </li>
 <li>
 Team player mentality with an open mind and the ability to work independently in a dynamic environment.
 </li>
 </ul>
</div>

Customer Support Representative - English

inDrive

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

Customer Support Group Lead

Majid Al Futtaim

<div>
 
 BUSINESS INTRODUCTION
 
 
 
 Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie &amp; Fitch, &amp; Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
 
 
 
 JOB TITLE
 
 
 
 R2R Process Manager | Majid Al Futtaim Global Solutions | Egypt
 
 
 
 Role Summary
 
 
 
 The Record to Report (R2R) Manager is responsible for leading end-to-end R2R operations, ensuring accurate financial reporting, consolidation, and timely month-end closing. The role provides technical IFRS guidance, ensures compliance with legal and regulatory requirements, and acts as the key contact for internal and external audits. Reporting to the R2R Tower Lead, the role also drives process improvements and manages stakeholder relationships across business units.
 
 
 
 ROLE PROFILE
 
 
 
 <ul>
 <li>
 Lead and oversee month-end closing and financial reporting for assigned entities.
 </li>
 <li>
 Perform group consolidation and prepare statutory financial statements.
 </li>
 <li>
 Provide IFRS technical support and accounting guidance to the business.
 </li>
 <li>
 Ensure compliance with IFRS, tax, legal, and internal control requirements.
 </li>
 <li>
 Manage, coach, and develop the R2R team to ensure high performance.
 </li>
 <li>
 Review balance sheet reconciliations and ensure accuracy and completeness.
 </li>
 <li>
 Act as the main point of contact for internal and external audits.
 </li>
 <li>
 Drive continuous improvement and implementation of R2R processes and controls.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 7-10 years of experience in GL, Reporting, SAP, preferably in a shared services environmen
 </li>
 <li>
 Proven experience managing or supervising finance teams.
 </li>
 <li>
 Bachelor&rsquo;s degree in Finance or Accounting is required.
 </li>
 <li>
 Strong knowledge of IFRS, financial reporting, consolidation, and advanced Excel skills.
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 At Majid Al Futtaim, we&rsquo;re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We&rsquo;re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
 </li>
 <li>
 Work in a friendly environment, where everyone shares positive vibes and excited about our future.
 </li>
 <li>
 Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
 </li>
 </ul>
</div>

R2R Process Manager

German International University - GIU

<div>
 
 
 Reporting &amp; Collaboration:
 
 
 <ul>
 <li>
 Reports directly to the Career Center Manager
 </li>
 <li>
 Collaborates closely with the Communication &amp; External Relations team, Admission team, and the School Relations team
 </li>
 </ul>
 
 
 
 
 
 Educational Background &amp; Experience:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in General Management, Marketing, Communications, or a related field
 </li>
 <li>
 0&ndash;2 years of experience in account management, career services, event management, communications, or recruitment (experience in higher education is an advantage).
 </li>
 </ul>
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Promote the university to the industry and encourage employers to offer employment opportunities and participate in career development activities
 </li>
 <li>
 Coordinate employer recruitment services, career fairs, and on-campus hiring activities &amp; events
 </li>
 <li>
 Responsible for catering the employability needs of the GIU students and graduates
 </li>
 <li>
 Act as the main point of contact between the university and the industry
 </li>
 <li>
 Support employer partnerships and maintain employer databases
 </li>
 <li>
 Collaborate with the academic body to align employer needs with student skills
 </li>
 <li>
 Promote job opportunities &amp; internships to students and alumni
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Experience in higher education, recruitment or account management is an advantage
 </li>
 <li>
 Knowledge of event management, planning and coordination
 </li>
 <li>
 Content writing skills
 </li>
 <li>
 Strong strategic planning, stakeholder management, and reporting skills
 </li>
 <li>
 Basic design knowledge &ndash; Illustrator / Canva
 </li>
 <li>
 Proficiency in MS Office and database management
 </li>
 <li>
 Fluency in English &amp; Arabic required
 </li>
 <li>
 German language proficiency is a plus
 </li>
 </ul>
 
 
 
 
 
 Required Skills and Competencies:
 
 
 <ul>
 <li>
 Strong interpersonal and communication skills (written and verbal)
 </li>
 <li>
 Negotiation &amp; persuasive skills
 </li>
 <li>
 Excellent organizational and event coordination abilities
 </li>
 <li>
 Ability to manage multiple tasks and meet deadlines
 </li>
 <li>
 Strong attention to detail and data management skills
 </li>
 <li>
 Flexible, and can work for extended hours during events preparations
 </li>
 </ul>
 
 
</div>

Employer Recruitment Services Coordinator

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