972 Call Center Manager jobs in Egypt

• Manages and assure effective operation for the Mass Banking Call Center, Priority Banking Call Center, the Operations Team (Service Requests) & Virtual Tellers Team (ITM Team).
• Establish the overall framework for the call center inbound team (Priority Banking Call Center / Mass Banking Call Center / ITM Video Call Center and Back Office Operations) activities in line with the CRC objectives and targets.
• Determines the call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identifying and evaluating state-of-the-art technologies and defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks, user interfaces, developing and executing user acceptance test plans, planning and controlling implementations.
• Managing system and process improvement and quality assurance programs.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies.
• Setting and meeting performance targets for speed, efficiency, sales and quality.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.

Minimum 7 years of experience in banking with focus on branch operations and customer relationship management

Position Summary:

We are seeking a skilled and compassionate Call Center Manager to oversee the daily operations of our hospital's call center. The ideal candidate will ensure efficient handling of patient inquiries, appointment scheduling, insurance verification, and general hospital services, while maintaining the highest standards of patient satisfaction and confidentiality.

Key Responsibilities:

Team Leadership:

Manage, train, and motivate call center agents.

Monitor performance, provide coaching, and conduct performance evaluations.

Ensure staffing levels are adequate to handle call volumes efficiently.

Operational Management:

Oversee daily operations of the call center, including inbound and outbound calls.

Develop and implement standard operating procedures (SOPs).

Manage call routing, wait times, and ensure timely responses.

Patient Service:

Ensure accurate scheduling of appointments across departments (e.g., clinics, radiology, labs).

Oversee communication related to test results, insurance approvals, and follow-up instructions.

Address and resolve patient complaints or escalated issues.

Reporting and Analytics:

Monitor call center metrics (e.g., call volume, wait time, resolution time).

Generate reports and provide insights to senior management.

Identify areas for improvement and implement corrective actions.

Technology and Compliance:

Coordinate with IT to maintain smooth call center system operations (e.g., IVR, CRM).

Ensure compliance with healthcare regulations (e.g., HIPAA).

Stay updated on hospital policies and integrate changes into call center practices.

Qualifications:

Bachelor's degree in Business Administration, Healthcare Management, or related field.

Minimum 3-5 years of experience in a call center supervisory/management role, preferably in a healthcare setting.

Strong knowledge of hospital services and patient interaction standards.

Excellent leadership, communication, and problem-solving skills.

Proficient with call center systems, CRM software, and MS Office Suite.

Bilingual skills are a plus (especially in Arabic and English, depending on the region).

Work Environment:

Fast-paced hospital environment.

May require occasional weekend or evening availability depending on patient volume.

Company Description

Sawah Travels is a leading inbound tour operator in Kuwait, dedicated to providing high-quality and personalized travel services. Our mission is to exceed your expectations with reliable and flexible travel options, all at the best rates. Our experienced staff is well-trained and passionate about delivering exceptional customer service. We maintain strong relationships with a global network of suppliers to ensure the highest service standards for our clients.

Role Description

This is a full-time, on-site role for a Call Center Manager located in Cairo, Egypt. The Call Center Manager will oversee daily operations of the call center, ensuring efficient and effective customer service. Responsibilities include managing the call center team, monitoring performance metrics, handling customer inquiries and complaints, and implementing strategies to improve customer satisfaction and operational efficiency.

Qualifications

• Customer Satisfaction and Communication skills
• Experience in Contact Center Management and Team Management
• Strong Analytical Skills
• Excellent leadership and team-building abilities
• Ability to work on-site in Cairo, Egypt
• Bachelor's degree in Business Administration, Management, or related field is a plus
• Experience in the travel or tourism industry is beneficial

Raya CX is on the Look out for Offshore Call Center Manager.

What Will You Do ?

• Lead and inspire a team of call center supervisors and agents to achieve service excellence.
• Oversee day-to-day call center operations, ensuring smooth inbound/outbound call handling.
• Monitor KPIs (service levels, AHT, FCR, CSAT) and implement strategies to hit targets.
• Act as the point of escalation for complex customer issues.
• Manage workforce planning, scheduling, and real-time adjustments.
• Drive continuous improvement initiatives to optimize processes and enhance customer satisfaction.
• Ensure compliance with company standards and regulatory requirements.
• Prepare and present performance and operational reports to senior management.

What Will You Need ?

• Proven experience as a Call Center Manager or in a similar leadership role.
• Strong people management and coaching skills with the ability to inspire high performance.
• Solid understanding of call center technology (CRM, dialers, IVR, reporting tools).
• Excellent communication, problem-solving, and decision-making skills.
• Data-driven mindset with strong analytical and reporting abilities.
• Bachelor's degree in Business, Management, or related field (preferred).
• Fluent English

Account Manager – Events & Telemarketing (Remote, Project-Based)

We're seeking a detail-oriented and proactive Account Manager to oversee event-related telemarketing projects on a flexible, project-based basis. This role operates remotely but requires close alignment with Qatar time zone (GMT+3) for meetings, reporting, and daily coordination.

• Call Center Oversight: Monitor live and recorded calls to assess quality, adherence to scripts, and customer engagement.
• Quality Assurance: Evaluate call performance, provide feedback, and update quality trackers to maintain high standards.
• Content & Script Management: Refine and adjust call scripts and outreach messages to improve effectiveness and alignment with project goals.
• Team Coordination: Work with HR to schedule and conduct interviews, manage onboarding, and ensure team readiness.
• Reporting & Analytics: Prepare detailed performance reports for management and clients, highlighting progress, insights, and recommendations.
• Strategic Planning: Develop and edit telemarketing and event strategies, ensuring continuous improvement and measurable outcomes.
• Timeline Management: Set and manage project timelines, ensuring all deliverables are met on schedule.

• Proven experience in account management, call center management, or telemarketing leadership.
• Strong understanding of quality assurance practices and call center metrics.
• Excellent organizational skills and ability to meet deadlines in a fast-paced, project-based environment.
• Exceptional communication skills, both written and verbal.
• Proficiency with project management tools, reporting software, and spreadsheets.
• Availability to work in sync with Qatar's time zone (GMT+3).

• Type: Remote, project-based contract.
• Contract : might be a full time job
• Compensation: Competitive, based on experience and project scope.

Company Description

RAYA Customer Experience provides next-generation BPO and customer experience management services for clients across various industries. Since 2001, RAYA CX has been the preferred partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. Delivering from competitive and highly skilled labor markets, RAYA CX offers a variety of integrated business process outsourcing solutions, supported by advanced technology, robust strategies, and continuous innovation.

Role Description

This is a full-time, on-site role for a Call Center Project Manager located in Cairo. The Call Center Project Manager will oversee day-to-day operations, manage projects, coordinate logistics, and ensure smooth communication and workflow. They will be responsible for expediting processes, performing inspections, and efficiently managing resources to meet project goals.

Qualifications

• Project Management skills
• Expeditor and Expediting skills
• Experience in Inspection and Logistics Management
• Strong organizational and multitasking abilities
• Excellent communication and leadership skills
• Ability to work on-site in Cairo
• Experience in the BPO industry is a plus
• Bachelor's degree in Business Administration, Management, or a related field

Operations Manager - Call Center – Cairo

At TTEC, we're all about the Human Experience. Elevated. As a Service Delivery Manager Cairo, Egypt you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client and business goals.

You'll have responsibility for the operational direction and financial performance of the business

You'll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.

You'll report to the Senior Operations Manager. We're looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.

Your accountabilities and activities will include

Supporting the Senior Operations Manager in defining the Operational strategy to ensure the long-term development and success of the business

• Responsibility for the direct management and development of the junior management team
• Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized.
• The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.
• Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.
• Contributing to the operational elements for new bids and new services
• Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.

Responsibility to create an environment in which employees consider themselves as stakeholders.

Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.

To over-see the forecasting, planning and real time delivery of our man-power – to meet client volume and profiles.

Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.

What You Bring to the Role

• A minimum 4 year call center management or equivalent work experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting
• You'll have good process and change management experience to aid your delivery of business needs and changing client requirements
• Strong people and client leadership and stakeholder management

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes. all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

Primary Location
EG-Cairo-Cairo

Company Description

MedValley is a new Egyptian joint stock company aiming to build a reliable investment portfolio in the healthcare and wellness sectors. Through our presence in specialized hospitals, labs & clinics, medical hubs, and medical applications, we strive to capture the sector's growing potential. Additionally, we are involved in medical business and digital consultancy, medical equipment, consumables and supplies, and research & development.

Role Description

This is a full-time on-site role for a Contact Center Agent, located in Cairo. The Contact Center Agent will be responsible for providing exceptional customer support, addressing customer inquiries, and resolving complaints efficiently. The agent will handle communication through various channels, maintain records of interactions, and ensure customer satisfaction through empathetic and professional service.

Qualifications

• Customer Support and Customer Service skills
• Strong Communication and Interpersonal Communication skills
• Proficient in Computer Literacy
• Ability to work in a fast-paced environment
• Excellent problem-solving skills
• Previous experience in a similar role is a plus
• High school diploma or equivalent; further education or relevant certifications are a plus

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.