741 Call Center Management jobs in Egypt

As a Contact Center Agent at HSBC, you will be the first point of contact for customers, providing professional support and solutions through inbound and outbound interactions. You will handle inquiries related to banking products and services, resolve issues efficiently, and ensure a positive customer experience while maintaining compliance with HSBC policies and regulatory standards.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information on HSBC products, services, and procedures.
• Identify customer needs and offer appropriate solutions or escalate when necessary.
• Ensure all interactions comply with HSBC's service standards and regulatory requirements.
• Maintain accurate records of customer interactions and transactions.
• Contribute to team goals by achieving individual performance targets.

Skills & Competencies:

• Strong communication and active listening skills.
• Customer service orientation with problem-solving ability.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Team player with adaptability to changing business needs.

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'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

Description:

• Design and implement contact center solutions, including telephony systems, interactive voice response (IVR), Automatic Call Distributor (ACD), and omnichannel support.
• Configure and integrate contact center applications with CRM systems and other enterprise tools.
• Perform routine maintenance, upgrades, and troubleshooting of contact center infrastructure to ensure continuous operation.
• Respond to and resolve technical incidents and problems related to contact center applications and telephony systems.
• Monitor contact center performance metrics, analyze data, and identify areas for improvement.
• Optimize systems to enhance call routing, reduce wait times, and improve customer experience.
• Implement and maintain security measures for contact center systems, including access controls and compliance with data protection regulations.
• Ensure adherence to industry standards and best practices in contact center operations.
• Collaborate with cross-functional teams to integrate contact center solutions with other IT systems and applications.
• Maintain comprehensive documentation, including system configurations, procedures, and troubleshooting guides.
• Ensure correct adoption of policies and procedures to guarantee that the bank's business is conducted in compliance with Local Laws, Internal rules and regulations, as well as, International Standards.
• Ensure the correct functioning and implementation of the Permanent Supervision system, compliance, operational risk & workplace success guidelines whenever & wherever possible

Requirements:

• Bachelor's degree in computer science or a related major from a reputable university (Masters Preferred).
• Relevant certifications (e.g., CCNA, AWS Certified Solutions Architect).
• Minimum 1 - 4 years of experience in a relevant role.
• Proven experience in designing, implementing, and supporting contact center solutions, preferably in a complex enterprise environment.
• Proficiency in telephony systems, IVR configurations, ACD setup, and CRM integration.
• Fluency in English is a must.
• Excellent communication and decision-making skills.

Job Type: Full-time

Job Description:

•   
Patient Communication:
Answer incoming calls, emails, and messages from patients and their families, providing information and addressing inquiries about LIPS services in a professional and courteous manner.

•   
Appointment Scheduling:
Coordinate and schedule appointments for lab tests, imaging services (Ultrasound, MRI, CT scans), outpatient consultations, GP services, wellness programs, and screenings, ensuring accurate and timely booking// booking and matching patients with consultants. Maximize bookings for all applicable services at LIPS facility in Battersea.

•   
Sales and Promotion:
Identify and pursue opportunities to promote and sell LIPS services. Provide detailed information about the benefits of our services and encourage patients to utilize our comprehensive healthcare offerings. Identify opportunities to maximize bookings and consultants' appointments from the inquires

•   
Information Management:
Maintain and update patient records and appointment details in Compucare and other systems, ensuring confidentiality and accuracy.

•   
Support Services:
Provide detailed explanations of procedures and answer patient questions regarding LIPS services.

•   
Problem Resolution:
Address and resolve patient issues or concerns promptly, escalating complex cases.

•   Obtain payments and authorization codes from patient before the appointment is confirmed

•   
Follow-up:
Conduct follow-up calls to patients to confirm appointments

•   
Customer Service Excellence:
Maintain a high standard of customer service, striving to exceed patient expectations in every interaction

Job Requirements:

•   Fluent English speaker is a must

•   A bachelor's degree in a related field.

•   Previous experience in customer service or contact center role.

•   Ideally an experience in sales

•   Knowledge in MS Office Suite

•   Applicants should have an aptitude for sales

•   Strong organizational and multitasking abilities.

•   High level of empathy and interpersonal skills.

•   Ability to work under pressure and handle challenging situations calmly.

Work Location: Elmerghany

Working Hours: 11:00AM to 7:00PM

Working Days: Monday to Friday ( Saturday & Sunday off )

• Represent the company in a professional and a qualified manner.
• Handle inbound calls for the company
• Following up complicated customer calls when required.
• Keep records of all incoming calls and inquires on the company's database.
• Identify customers' needs and direct them to the concerned parties.
• Conducting different surveys on customers' satisfaction.
• Manage customers' complaints and directs them to the concerned parties.
• Social Media Moderating.

Requirements

• Bachelor degree in any field.
• 1-2 years of experience in a call center or customer support.
• Strong phone and verbal communication skills
• Very good written and spoken English
• Active listening and patience
• Familiarity with CRM systems and practices
• Customer oriented

MBC Egypt is NOW HIRING-Contact Center Agent

Location: 6th of October

Key Responsibilities:

• Handle inbound and outbound customer calls in a professional and courteous manner.

• Provide accurate information and assistance to resolve customer inquiries and issues.

• Utilize effective 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/service information to effectively address customer queries.

• Meet performance targets, including call quality and resolution time.

Requirements:

• Proven experience as a Contact Center Agent or in a similar role.

• Strong command of the English language with excellent reading and writing skills.

• Familiarity with call center systems and customer service software.

• Ability to multitask and prioritize in a fast-paced environment.

• Exceptional interpersonal and communication skills.

• Problem-solving and decision-making abilities.

• Flexibility to work in shifts, including evenings and weekends.

(Part time Job)

if interested, please send your CV at mentioning the job tittle in the subject

We Are Hiring Supervisors

We are seeking experienced Supervisors to lead our growing customer service teams in Egypt. If you have strong leadership skills and a passion for customer excellence, we'd love to meet you.

Open Positions:

· 1 Supervisors with B2–C1 English proficiency

· 1 Supervisor with B2 Spanish proficiency

Responsibilities:

· Supervise, guide, and motivate customer service agents.

· Monitor performance and ensure KPIs are achieved.

· Handle escalated customer issues and provide solutions.

· Prepare reports and provide feedback to management.

· Contribute to team training and skill development.Requirements:

· Proven experience in customer service with at least 2 years in a supervisory role.

· Strong leadership, coaching, and problem-solving skills.

· Excellent communication in Arabic and English (B2–C1).

· Spanish proficiency is required for one of the positions.

· Ability to manage a team in a high-volume environment.

What We Offer:

· Competitive salary

· Shift flexibility

· Training and development opportunities.

· A multicultural and supportive work environment.

· Career growth opportunities.

Start Date: End of September 2025

Office Location: Cairo – Maadi – Street 9

• Apply by sending your CV in English to with the subject line: Application – Supervisor.

About the Role:

To oversee the end-to-end Inbound Call Centre processes and ensure they are running smoothly and are in compliance with the client's and Emirates NBD policies and procedures.

Provide management and coaching support to the Assistant Managers leading from the front on driving improvement across the unit.

Act as a role model displaying the values and behaviors of the organisation.

To manage the team and ensure high quality delivery as per agreed SLA.

What You'll Do:

• Manage day to day operational performance of the unit.
• Provide daily rigor on all operational metrics ensuring smooth service delivery.
• Be a problem solver identify gaps in the process and drive forward improvement.
• Responsible for supporting the transition of the contact center operations into an omni-channel space thru technologies that are relevant and process improvement that will result in better and speedier customer experience.
• Responsible to drive integrations with other channels like branch, online and web that will facilitate e a seamless experience for the customer using multiple touch points.
• Collaborate with IT developers, legal & business stakeholders to drive the solution through to delivery
• Ensure projects are deployed with the highest quality within the given time and budget based on expectations set.
• Initiate, coordinate with the group and various stakeholders and departments involved in the process to ensure that the processes are being executed and attain the business process objectives.
• Preparing the test scripts and UAT's requirements for the mobile projects, Complete UAT and get it signed off.
• Keep projects under continuous review to identify gaps and risks and develop appropriate contingency plans
• Liaise with IT, external vendor (if any), testing resources, and service level agreements.
• Provide product documentation and training to call center staff and serve as the subject matter expert concerning the designated initiative.
• Keep updated with the latest technology initiatives to create new potential process improvement opportunities and enhance the abilities of current services.
• To work closely with different business lines, including products, segments, distribution, marketing and other support units
• To liaise with different external parties as and when required in alignment with business strategy
• The candidate should have a high motivation, good follow up skills for multiple tasks handled by various teams and passion for mobile technologies to enable new value added, innovative services.

What You'll Need

• Minimum of 5 years' experience in people management and leadership roles
• Minimum of 5 years' experience in project operation management
• Solid background in HR Operations field.
• Previous experience in banking contact center is a plus.
• Good skills in terms of Project Management, Business Analyses, especially in customer experience projects
• Advanced problem-Solving skills.
• Solid analytical, critical and creative problem-solving skills with an understanding of electronic delivery channels and how to utilize them to meet business goals is required.
• Financial and budget understanding – ability to develop and communicate product development business cases using financial models
• Strong business focus
• Attention to detail.

Benefits

• Competitive salary
• Incentives based on the KPIs achieved
• Health insurance
• Social Insurance
• Career development opportunities

Responsibilities

• Handle inbound calls from Banque Misr customers efficiently and in line with service standards
• Abide by SLAs, including average handling time, to resolve customer requests and complaints
• Manage and retain unsatisfied customers through effective problem-solving and service recovery
• Record, analyze, and escalate customer requests and complaints to enhance service quality

Skills & Competencies

• Performance excellence and accountability
• Collaboration and synergy building
• Agility and resilience in handling diverse situations
• Customer-centric approach with strong communication skills
• Effective time management and prioritization

Qualifications & Experience

• Bachelor's degree or equivalent
• Proficiency in Microsoft Office applications
• Strong command of English (spoken and written)
• Cairo residents
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