57 Call Center Operations jobs in Egypt

**Overview**
- Leads the execution of the global operations model for end-to-end IT support, implementing best practices on support services delivery and covering compliance of service level agreements with extended teams and business end users. Coordinates and priortizes the support work, ensuring alignment between all IT service areas (Global and Sector) for a proper resolution on any critical and non-critical incident reported by the user’s community. Drives the proper services process follow up and execution ensuring users, service areas and processes compliance. Role is accountable for delivering end user compute, for identifying cost reduction opportunities and partners with procurement and finance to realize; for managing the baseline AOP, local contracts, and vendors.; for compliance with PepsiCo’s ITSM processes and execution.
- Role ensures system stability and proactively takes action to prevent accidents, oversees critical incident management when needed. Role is responsible to directly manage several vendors and contractors involved in service delivery and project deployments. The scope of this role is to manage the Cairo Business Center (CBS) and Global IT in Egypt including Executive support.

**Responsibilities**

IT Operations
- Review daily, weekly, and monthly dashboard services. - Supports executive members and ensure that they receive right support from all the service providers in timely manner. Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery with extended teams (D&D, BRM, CTO,AMS, Tech Mgmt., SP&T). Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units. Review and provide insights with extended teams to ensure efficient maintenance and compliance to all disaster recovery plans to accomplish control and Risk Management process and procedures. Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement. - Business engagement review to determine availability from all market IT services - Applications, Network, Servers, End user devices and facilities (Plants, Mixing centres). Review, complement and maintain all ITOPS processes according ITOPS Gold standards

Stakeholder’s Management
- Manages all the IT support for the ex-com members. Participate and manage all service desk communication to end users. Role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfilments; measures vendor performance in the BU and actively drives performance issues with vendor management. Role proactively monitors customer satisfaction to ensure services are provided per contract terms and customer expectations; develops and implements plans to improve customer satisfaction including training and capability programs.
- Role communicates to customers, senior management, stakeholders, and vendors project status, IT operation KPIs, and notifications such as planned outages and critical incidents.

Asset Management
- Work closely with the Assets Management and extended teams (D&D, BRM, CTO, AMS, Tech Mgmt., SP&T), to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data and reduce license footprint.

IT Controls/Audits Management
- Role is responsible for ensuring compliance with the It controls; leads testing, reporting, and monitoring of controls; proactively develops and implements plans for remediation where needed.
- Role partners and supports audit teams when required.

**Qualifications**

Education & Years of Experience
- Bachelor’s degree in engineering or Computer Science
- 5+ years of experience in customer facing service delivery and operations
- 5+ years of experience working on managing day-to-day IT operational incidents requests from the business
- 5+ years’ experience in IT service management, process improvement, project management, and/or program developmentTechnical Skills
- Should be expert in workplace management software, Office365 tools - OneDrive, SharePoint, Outlook
- Extensive background in measurement of IT, services, deliverables, and inputs
- Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to Incident management, Problem management, change management, Configuration management, Knowledge management, Availability management, Continuous improvement, Service reporting and KPIs to improve incident resolution and customer service standards. Extensive background in measurement of IT, services, deliverables, and inputs.

Non-Technical Skills

Differentiating Competencies
- Dealing with ambiguity and maintaining composure under pressure. Problem solving skills and eagerness to learn new skills and technologies. Ability to manage global vendors and virtual team

Job Title: Mail & Chat Agent

Job Nature:

- 8 Working Hours + 1 Hour Break
- Rotational Shifts
- 5 Working Days Rotational (2 Days Off)

Job Location: Maadi

Job Benefits:

- Social Insurance
- Medical Insurance
- Promotion after 6 Months
- Overtime & Overnight Bonuses
- Profit Share
- Double paid Holidays

Job Requirements:

- College Graduates ONLY
- Males ONLY
- English Level: B1 to B1+

Reach Me Out Through 01008397855

**Salary**: E£3,200.00 - E£4,000.00 per month

**Integrated Marketing Services Supervisor**

**POSITION SNAPSHOT**
Location: Cairo, Egypt

Company: Nestlé

Full-time

Experience in IMS, Marketing or in Sales at Nestlé or equivalent FMCG preferred.

Bachelor Degree (eg. marketing, business studies, communications, journalism, media studies, psychology) required.

Experience working in cross functional teams is a plus.

***

Joining Nestlé means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

You will be accountable for the overall operational excellence and delivery of Nestle Professional and Consumer Engagement teams (Contact Centers) across projects and service lines. Responsible for evolution of service lines in collaboration with solution leads and other NBS centres. Managing team members and workstreams to bring value to the business by ensuring consistent first time right service delivery. Identifying, analyzing, solving and presenting viable integrated solutions to address business problems.

**A DAY IN THE LIFE **
- Monitors the daily workload of team members and adjusts ensure adequate coverage and that correct procedures are followed
- Responsible for coordinating: orientation, training, assignment, coaching, counseling, and disciplining workforce
- Responsible for administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
- Planning and reviewing compensation actions; enforcing policies and procedures
- Monitor and measure performance across channels, operations, processes, and systems
- Proactively collaborate with brands and internal stakeholders
- Ensures team is aligned with the company's Operational Master Plan (OMP)
- Responsible in ensuring that all agreed SLAs and KPIs are met
- Ensures critical roles and activities have backups
- Drives continuous improvement
- Drives transition activities
- Ensures alignment of service delivery with all the guidelines set up for each service line in scope. following Brand rules with timeliness, accuracy, and consistency
- Run regular governance calls with key stakeholders
- Ensures the completion of onboarding process and documentation of each business or market
- Runs internal quality check of submitted outputs for all Social Media service lines to ensure the consistent quality of work.
- Contributes ideas and strategy on each service lines to improve process, technology, ways of working, and best practices
- Facilitates monthly governance calls with partner markets discussing KPI results, action items, forecasted volume, and sharing of possible improvement on the service or process.
- Ensures productivity targets are met

**ARE YOU A FIT?**
- Experienced in leading teams, proven history of training, coaching, and mentoring
- Knowledge of CRM systems
- Previous experience on Consumer/Customer Contact Center Handling
- Results driven leadership style, challenging status quo mindset
- Social Media /Community Management expertise
- Experience in managing issues and crisis
- Excellent communication skills in required native language (English and Arabic, French is a plus)
- Excellent consumer focus & consumer service ethos
- Innate passion for brand reputation building
- Ability to learn quickly and retain information (product knowledge, tone of voice, processes )
- Ability to work in Matrix organization and high level of stakeholder service orientation
- High analytical skills and insightful

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of **JLFS UKCC Agent**

**Principal responsibilities**

**Impact on the Business**
- Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
- Delivers what is promised in line with customer expectations
- Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

**Customers / Stakeholders**
- Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications
- Generating customer loyalty through strong knowledge of key products and services
- Owns and resolves issues and understands how and when to escalate

**Leadership & Teamwork**
- Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
- Values diversity amongst team

**Operational Effectiveness & Control**
- Knowledge of Group compliance, Operational Risk and SOX (Sarbanes
- Oxley Requirements) for RBWM Centres
- Maintains HSBC internal control standards
- Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

Requirements

**Requirements**:

- Must be university graduate in any discipline
- Must be proficient language(s) required by the process
- Open to working flexible shifting schedules
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
- Ability to work in a high-volume, fast paced environment is required
- Excellent communication skills and is polite and friendly at all times
- Displays patience and empathy

**You’ll achieve more when you join HSBC.**

**Issued By **HSBC Electronic Data Processing (India) Private LTD

Job description
We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals.

Customer Support Manager Responsibilities:
Managing the customer support department’s day-to-day functions.
Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promote their implementation.

Customer Support Manager Requirements:
High school diploma or equivalent.
Proven experience as a customer support specialist for more than 5 years of experience
Speaking Arabic and English is required

Ability to commute/relocate:

- Cairo: Reliably commute or planning to relocate before starting work (required)

Multinational comapny is hiring a customer support agents for an English account from site
Salary up to 8K-Graduates only
Location: Smart village
English level must be excellent or fluent
Rotatiotional shifts

**Job Types**: Full-time, Permanent, New grad

**Salary**: Up to E£8,000.00 per month

Ability to commute/relocate:

- Cairo: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Language**:

- English (preferred)

Teleperformance is hiring fluent English speakers for a customer service vacancy, hurry up and apply.

**Job Summary**:
A customer service representative supports customers by providing helpful information, answering questions, and responding to requests. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

**Responsibilities**:

- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Communicating with customers through various channels.
- Ensure customer satisfaction and provide professional customer support.

**Benefits**:

- The highest salaries in the market, salaries up to 8,500 net (based on your English level).
- Overnight allowance up to 1,000.
- Transportation provided all over Cairo and Giza (door to door transportation for ladies starting from 11:00 PM).
- Medical and social insurance provided.
- VPN mobile allowance.
- The chance to get promoted after 6 months.

**Requirements**:

- Graduates and drop outs
- Fluency in English B2/C1.
- Flexibility with rotational shifts (last shift ends 2:00 AM for ladies with door to door transportation starting from 11:00 PM).

**Salary**: E£5,000.00 - E£8,500.00 per month

**About Axis**
- We believe that financial services should be more accessible, simple and fun. That's why we started Axis - an app that empowers consumers, solopreneurs, and small businesses with the digital financial tools they need to reach their potential.
- Join us if you want to be part of a team that obsesses day in and day out about building financial products that will have a real impact on the lives of millions of people.

**Overview of the Role**
- We are looking for a superstar to be Axis' Customer Support Representative to ensure that Axis customers have the best possible experience with the Axis product by solving any problems they may face.
- You will regularly feedback any issues faced by customers to the product, marketing, sales, and operations teams to continuously improve the product

**What you'll be doing**
- Wowing customers with quick resolutions to their enquiries
- Achieving long term and short term KPIs
- Following procedures, policies, and standards to support customer complaints
- Showing high agility and commitment to Axis company colleagues and customers
- Working on customer engagement and retention activities with the wider growth team

**Requirements**:

- 1-3 years experience in customer support
- Amazing customer empathy driven by a 'customer is always right' mentality
- Demonstrated track record of building, growing, and following companies directions in achieving customer happiness
- Good knowledge of the competitive space and willing to learn more
- Comfortable working in a scrappy & ambiguous startup environment where things can change quickly
- Good knowledge of excel and Microsoft Office.

**Webhelp is hiring for a new US account ''**customer service agent''

**(THIRD WAVE**) (Fast paced promotions)
- Salary 10 K Gross Salary +1 K Overnight allowance +6 K guaranteed bonus every 6 months
- Night shifts (starting from 6 pm)
- **Telecom experience is a MUST(minimum 6 months)**
- Fluency in English is a MUST
- Transportation available to the nearest Drop off point on your way back home only
- GRADS only
- Social and Medical insurance

**Job Types**: Full-time, Permanent, Contract

Ability to commute/relocate:

- Cairo: Reliably commute or planning to relocate before starting work (required)