Alarabia Group

Call Center Manager

Alarabia Group
📍 Sharqia Full-Time 💼 Senior Level (6-8 yrs) 🕐 3w ago
👁️ 0 views
📋 0 applicants

Job Description

Lead, coach, and develop Team Leaders and Customer Service Representatives.Manage daily call center operations to achieve service level agreements (SLAs), KPIs, and customer satisfaction targets.Monitor performance metrics such as Service Level, Average Handling Time (AHT), First Call Resolution (FCR), Abandonment Rate, and Customer Satisfaction (CSAT).Analyze operational reports and identify opportunities to improve productivity and service quality.Develop workforce planning, scheduling, and resource allocation to meet business demands.Ensure compliance with company policies, quality standards, and customer service procedures.Handle customer escalations and resolve complex service issues.Collaborate with other departments to improve customer experience and operational efficiency.Prepare regular performance reports and present recommendations to senior management.Drive employee engagement, training, and succession planning within the call center.

10–15+ years of experience in customer service or call center operations.Minimum 2–3 years in a managerial or leadership role.Strong leadership and people management skills.Excellent communication and interpersonal skills.Analytical and problem-solving abilities.

Requirements & Qualifications

10–15+ years of experience in customer service or call center operations.Minimum 2–3 years in a managerial or leadership role.Strong leadership and people management skills.Excellent communication and interpersonal skills.Analytical and problem-solving abilities.

EGjobank Analysis

Quick Role Summary

Opportunity as "Call Center Manager" at Alarabia Group located in Sharqia on a Full-Time basis, suited for Senior Level candidates, within Customer Service. Key details from listing: Lead, coach, and develop Team Leaders and Customer Service Representatives.Manage daily call center operations to achieve service level agreements (SLAs),…

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  1. Tailor your CV headline to match "Call Center Manager" and feature measurable achievements in the top third of your resume.
  2. Customize your cover note for Sharqia: explain why this location and work arrangement suit your availability and how you add value to the team.
  3. Highlight relevant practical experience, key responsibilities, and specific business impact.
  4. Demonstrate team leadership, budget stewardship, and tangible business KPIs — concrete numbers carry maximum weight.
  5. After applying, monitor your status from your dashboard and stay prepared for an interview invitation.

Readiness Checklist

  • Updated CV in standard PDF format with a professional filename
  • Skills aligned with the stated role requirements
  • Availability for work in Sharqia or remote if specified
  • Measurable achievement examples prepared for interview talking points
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