call center training and quality specialist Jobs in Giza

call center training and quality specialist

erp success team lead

team leader

contact center agent

customer service operation manager Jobs in Giza

customer service operation manager

customer care team leader

Travco Properties

<div>
 
 
 Job Summary:
 
 
 
 To lead and develop the daily operations of the Customer Care team by ensuring all customer interactions are handled efficiently, professionally, and in alignment with Travco Properties&rsquo; service excellence standards. The role requires a proactive leader who can drive the process optimization, system utilization, and digital transformation initiatives within the department.
 
 
 
 
 Key Responsibilities:
 
 
 
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 Supervise and coach the Customer Care team to achieve all key performance indicators (SLA, response rate, quality, and customer satisfaction).
 
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 Oversee all communication channels (calls, WhatsApp, emails, and app inquiries), ensuring professionalism, accuracy, and timeliness.
 
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 Monitor Zoho system and CRM platforms, ensuring accurate ticket categorization, proper escalation, and timely case closure.
 
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 Lead daily service audits and prepare periodic performance dashboards and analysis reports for management review.
 
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 Handle customer escalations efficiently, applying Travco&rsquo;s standards, service recovery, and accountability.
 
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 Collaborate closely with other departments (Sales, Handover, Facility Management, Finance, and Legal) to ensure smooth operational flow and effective case resolution.
 
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 Identify workflow gaps and implement process improvements supported by automation tools and AI-based solutions.
 
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 Stay updated with the market benchmarks, CX technologies, and system integrations to continuously improve departmental performance.
 
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 Demonstrate strong self-learning ability and adaptability to new systems, tools, and technologies.
 
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 Conduct training and coaching sessions to enhance the team&rsquo;s communication skills, problem-solving approach, and customer-centric mindset.
 
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 Ensure full adherence to internal policies, company tone of voice, and confidentiality protocols.
 
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 Take full ownership of the end-to-end customer communication process, ensuring consistent service quality and alignment with company objectives.
 
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 Ensure every customer interaction reflects Travco&rsquo;s premium brand image through tone, language, and problem-solving approach.
 
 
 
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 </ul>
 Requirements
 
 
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 Bachelor&rsquo;s degree (preferably in Business Administration, Communications, or a related field).
 
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 5+ years of experience in customer care, with at least 2 years in a supervisory role within real estate.
 
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 Proven ability to leverage technology, automation, and AI tools to enhance customer experience.
 
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 Strong leadership, analytical, and decision-making skills with the ability to manage high workloads.
 
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 Proficient in CRM platforms such as Zoho, Salesforce, or equivalent.
 
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 Excellent business communication skills in both English and Arabic.
 
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 High level of accountability, ownership, and customer focus.
 
 </li>
 </ul>
</div>

Customer Care Team Leader

Intelcia

Team Leaders We're Hiring! Team Leaders - Customer Service (B2/B2+ English) - IntelciaAbout Intelcia:Intelcia is a global outsourcing leader with 20+ years of experience, 35,000+ employees, and 85+ operational centers worldwide. We&rsquo;re on a mission to become a Top 10 global outsourcing player by 2025&mdash;and we need talented leaders like you to help us get there!Location: [Sheikh Zayed, Walk of Cairo]Type: Full-timeYour Role:As a Team Leader, you&rsquo;ll guide a team of customer service agents to deliver exceptional support while driving performance, coaching talent, and ensuring smooth operations.Key Responsibilities:- Lead, motivate, and coach a team of customer service reps (1:1s, team meetings).- Monitor KPIs, identify improvement areas, and implement action plans.- Ensure compliance with company policies and handle administrative tasks (attendance, scheduling).- Resolve customer escalations and conflicts with a problem-solving mindset.- Prepare performance reports and communicate updates to management.Who We&rsquo;re Looking For:Language Skills:Fluent English Speakers (B2+ level)Experience:-1 year as a Team Leader/Supervisor (customer service, outsourcing, or BPO).-Experience tracking KPIs and coaching teams. *Gaming* background is a MUST.- Soft Skills:Strong leadership and communication (Arabic is primary).-Customer-first attitude and stress management.Basic Excel/Word skills (for reporting).Why Join Intelcia?Global impact with local flexibility.Growth opportunities in a fast-expanding company.Supportive culture where your leadership makes a difference.How to Apply:Ready to lead and grow? Apply now or tag someone who&rsquo;d be a great fit!Email: Menna.allah@intelcia.com or WA: +201103350580Job Types: Full-time, PermanentPay: From E&pound;22.00 per month

Team Leader

Halan - حالا

<div>
 
 
 Job Purpose:
 
 
 
 
 
 
 
 We are seeking a motivated and results-driven On-Ground Sales Team Leader to oversee and support our field sales operations. The ideal candidate will have a proven background in sales, strong leadership skills, and the ability to inspire and guide a team toward achieving performance targets. This role is hands-on and requires regular field engagement to ensure sales excellence and team effectiveness.
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
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 Lead, motivate, and manage a team of on-ground sales representatives to achieve sales targets and objectives.
 
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 Conduct daily field visits with the team to monitor performance, provide support, and ensure alignment with company standards.
 
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 Evaluate and coach team members to improve productivity and overall sales performance.
 
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 Develop and execute sales strategies that drive customer acquisition and revenue growth.
 
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 Supervise on-ground activities, ensuring professionalism, compliance, and data accuracy.
 
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 Coordinate with internal teams (Marketing, Operations, and Customer Support) to ensure seamless execution of field activities.
 
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 Prepare and present regular sales performance reports to management.
 
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 Identify new business opportunities and areas for market expansion.
 
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 Handle escalations and support the team in resolving customer-related issues.
 
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 Ensure adherence to company policies, values, and ethical practices at all times.
 
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 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 
 
 
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 Bachelor&rsquo;s degree in Business Administration, Finance, Marketing, or a related field.
 
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 Minimum of 5 years of experience in sales, including at least 2 years in a team leader or supervisory role.
 
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 Experience in Fintechh, banking is a must
 </li>
 
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 Strong experience managing on Lead, motivate, and manage a team of on-ground sales representatives to achieve sales targets and objectives.
 
 </li>
 
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 Conduct daily field visits with the team to monitor performance, provide support, and ensure alignment with company standards.
 
 </li>
 
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 Evaluate and coach team members to improve productivity and overall sales performance.
 
 </li>
 
 <li>
 
 Develop and execute sales strategies that drive customer acquisition and revenue growth.
 
 </li>
 
 <li>
 
 Supervise on-ground activities, ensuring professionalism, compliance, and data accuracy.
 
 </li>
 
 <li>
 
 Coordinate with internal teams (Marketing, Operations, and Customer Support) to ensure seamless execution of field activities.
 
 </li>
 
 <li>
 
 Prepare and present regular sales performance reports to management.
 
 </li>
 
 <li>
 
 Identify new business opportunities and areas for market expansion.
 
 </li>
 
 <li>
 
 Handle escalations and support the team in resolving customer-related issues.
 
 </li>
 
 <li>
 
 Ensure adherence to company policies, values, and ethical practices at all times.
 
 </li>
 
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 
 
 
 <ul>
 
 <li>
 
 Bachelor&rsquo;s degree in Business Administration, Finance, Marketing, or a related field.
 
 </li>
 
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 Minimum of 5 years of experience in sales, including at least 2 years in a team leader or supervisory role.
 
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 Strong experience managing on-ground or field sales teams.
 
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 Must be comfortable with daily field visits and working closely with the team in various locations.
 
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 Excellent leadership, communication, and problem-solving abilities.
 
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 Must be comfortable with daily field visits and working closely with the team in various locations.
 
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 Excellent leadership, communication, and problem-solving abilities.
 
 </li>
 
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 Results-driven with strong analytical and reporting skills.
 
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 Proficient in MS Office.
 
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 </ul>
</div>

On Ground Sales Team Leader

MBC GROUP

<div>
 
 
 About Us:
 
 
 
 
 MBC Group is the largest owner and operator of satellite TV and radio networks, VOD, and digital services, based in Diplomatic Quarter, Riyadh. It broadcasts a portfolio of Arabic and Western entertainment channels as well as managing the Al Arabiya news channel. In addition, MBC Group owns and operates Shahid: the world&rsquo;s leading Arabic VOD and SVOD streaming platform by MBC GROUP, offering premium content to families, including binge worthy exclusive Shahid Original Series; Shahid Premieres; Arabic movies fresh off the box-office; live TV channels in true HD quality
 
 
 
 
 
 
 
 Responsibilities:
 
 
 
 Handle inbound and outbound customer calls professionally and courteously.
 
 
 Provide accurate information and effective assistance to resolve customer inquiries and issues.
 
 
 Utilize strong communication skills to ensure a positive customer experience.
 
 
 Document customer interactions and maintain detailed records in the system.
 
 
 Collaborate with team members and other departments to address customer needs.
 
 
 Adhere to established policies and procedures for efficient call handling.
 
 
 Stay updated on product and service information to effectively assist customers.
 
 
 Meet performance targets, including call quality and resolution time.
 
 
 Manage the day-to-day operations of the care center, providing gaming expertise and support to users.
 
 
 Oversee and moderate Discord channels for various gaming communities.
 
 
 Combine deep gaming knowledge with community management skills to ensure a positive and engaging experience for care center clients and online #gaming community members.
 
 
 
 
 
 
 Requirements:
 
 
 
 Proven experience as a Contact Center Agent or in a similar role.
 
 
 FLUENT English.
 
 
 Familiarity with call center systems and customer service software.
 
 
 Ability to multitask and prioritize in a fast-paced environment.
 
 
 Exceptional interpersonal and communication skills.
 
 
 Strong problem-solving and decision-making abilities.
 
 
 Flexibility to work in shifts, including evenings and weekends.
 
 
 Passion for gaming with an understanding of online gaming communities.
 
 
 Experience in community management, especially on platforms like Discord, is a plus.
 
 
 
 
 
 
 MM
 
 
</div>

Contact Center Agent

VOIS

<div>
 
 Who We Are
 
 
 
 VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology &amp; Transformation.
 
 
 As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
 
 
 We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
 
 
 #VOIS #BeUnrivalled #CreateTheFuture
 
 
 
 About This Role
 
 
 
 We are seeking a customer-focused individual to join our Enterprise International Account team. This role involves supporting business customers through inbound and outbound communication channels, resolving mobile-related queries, and ensuring high-quality service delivery. The individual will collaborate with Sales, Care, and Operations teams to manage escalations and provide billing support, while maintaining service continuity and customer satisfaction.
 
 
 
 What You Will Do
 
 
 
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 Handle inbound and outbound calls for mobile-related technical and care queries
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 Manage escalations and liaise with internal teams to resolve client issues
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 Provide billing support including invoice retrieval, credit notes, recalculations, and payment allocations
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 Ensure service delivery meets KPIs such as NPS, ASAT, Quality, AHT, and call volumes
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 Demonstrate strong customer service skills including empathy, ownership, and effective communication
 </li>
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 Support account tariff migrations and large upgrade orders
 </li>
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 Maintain accurate updates for Customer Care, Account, and Service Managers
 
 
 
 </li>
 </ul>
 
 Who You Are
 
 
 
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 <li>
 Minimum one year of experience supporting the Ireland account
 </li>
 <li>
 Strong voice and written communication skills
 </li>
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 Graduate qualification is essential
 </li>
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 Customer-obsessed with proven rapport-building and problem-solving abilities
 </li>
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 Able to manage multiple tasks and follow up thoroughly on customer issues
 
 
 
 </li>
 </ul>
 
 Not a Perfect Fit?
 
 
 
 Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
 
 
 
 What's In It For You
 
 
 
 <ul>
 <li>
 Opportunity to work in a dynamic, customer-centric environment
 </li>
 <li>
 Exposure to international enterprise operations and cross-functional collaboration
 </li>
 <li>
 Development of advanced communication and service delivery skills
 </li>
 <li>
 Experience in handling complex billing and account management scenarios
 
 
 
 </li>
 </ul>
 
 What Skills You Will Learn
 
 
 
 <ul>
 <li>
 Enhanced customer service and escalation management techniques
 </li>
 <li>
 Billing systems and account migration processes
 </li>
 <li>
 Cross-team collaboration and stakeholder engagement
 </li>
 <li>
 KPI-driven performance management
 </li>
 <li>
 Technical troubleshooting and resolution strategies
 
 
 
 </li>
 </ul>
 
 VOIS Equal Opportunity Employer Commitment
 
 
 
 Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
 
 
 
 Join Us
 
 
 
 At Vodafone, we&rsquo;re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
 
 
 We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
 
 
 With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
 
 
 
 Alert
 
 
 
 Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARA
 
 
 
 Follow us on social media and #StayConnected
 
 
 
 <ul>
 <li>
 LinkedIn
 </li>
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 Facebook
 </li>
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 Instagram
 </li>
 <li>
 Chat with our employees
 </li>
 </ul>
</div>

Enterprise International Account Advisor

FedEx

<div>Air Network Support; Operations Support; Operational Support; Dispatch; Admin &amp; Support; Customer Service; Service Assurance; Manifesting; Customer Services/ Support Group; Dangerous Goods; Cross-Border Road Linehaul; Domestic Air Linehaul; Road Network; Operational Administration &amp; Support; Sort Support &amp; Trace Management; Reporting; Location-based Customer Service 
Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members. 
Accuracy &amp; Attention to Detail;Microsoft Office &amp; PC Skills;Planning &amp; Organizing Skills;Interpersonal Skills;Problem Solving Skills 
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.
All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.<h2 class="jobSectionHeader">
Our Company</h2>
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World&rsquo;s Most Admired Companies by &quot;Fortune&quot; magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.<h2 class="jobSectionHeader">
Our Philosophy</h2>
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.<h2 class="jobSectionHeader">
Our Culture</h2>
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970&rsquo;s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today&rsquo;s global marketplace.</div>

Operations Support Agent-Senior

<div>
 Air Network Support; Operations Support; Operational Support; Dispatch; Admin &amp; Support; Customer Service; Service Assurance; Manifesting; Customer Services/ Support Group; Dangerous Goods; Cross-Border Road Linehaul; Domestic Air Linehaul; Road Network; Operational Administration &amp; Support; Sort Support &amp; Trace Management; Reporting; Location-based Customer Service
 
 
 Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.
 
 
 Accuracy &amp; Attention to Detail;Microsoft Office &amp; PC Skills;Planning &amp; Organizing Skills;Interpersonal Skills;Problem Solving Skills
 
 
 FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.
 
 
 All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.
 
 
 Our Company
 
 
 FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World&rsquo;s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
 
 
 Our Philosophy
 
 
 The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
 
 
 Our Culture
 
 
 Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970&rsquo;s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today&rsquo;s global marketplace.
</div>

Operations Support Agent

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