Ideal Standard International Egypt
Call Center Manager
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Job Description
- Lead and manage the Communication Center from abusiness and commercial perspective.
- Strategically manage and oversee a communication center team of20+ agents.
- Develop and implement strategies to maximizesales, lead conversion, revenue, productivity, and customer satisfaction.
- Structure, organize, and lead specialized teams covering Customer Support, Telesales & Telemarketing, VIP Client Handling, Complaint Management, and Digital Communication.
- Oversee communication through calls, WhatsApp, SMS, email, social media, website leads, and other relevant digital channels.
- Ensure that marketing-generated leads are effectively managed and converted intoconfirmed appointments and direct sales.
- Monitor and evaluate KPIs and provide regular performance reports and business insights to senior management.
- Continuously improve processes through training, coaching, performance analysis, and staff realignment.
- Manage scheduling and resource allocation across2 shifts covering 16 operational hours per day.
- Drive strategies to maximizecash business revenueand sales across clinical service lines.
- Maintain efficient handling of insurance-related communications as a secondary responsibility.
- Build a high-performance environment focused on sales conversion, customer loyalty, and service excellence.
- Proactively manage escalated customer issues and ensure high client satisfaction.
- Work closely with executive and clinical teams to achieve business and operational objectives.
Requirements & Qualifications
- Proven experience as ahigh-caliber Call Center / Communication Center Manageror in a comparable senior leadership role.
- Strong ability to manage a Communication Centerfrom a business and commercial perspective, not only from an operational perspective.
- Proven experience managing a communication center team ofat least 20 agents.
- Strong experience in inbound and outbound calls, customer support, telesales, telemarketing, and digital communication.
- Experience managing communication throughWhatsApp, SMS, email, social media, website leads, and other digital platforms.
- Proven ability to manage and convert marketing-generated leads intoconfirmed appointments and direct sales.
- Strong commercial mindset with demonstrated focus onsales conversion, revenue generation, and business growth.
- Strong understanding of Call Center KPIs and the ability to use performance data to drive business decisions.
- Experience developing strategies to increase sales across differentclinical service lines.
- Strong understanding ofcash business generationand maximizing cash-based revenue.
- Experience in team coaching, training, performance management, and staff realignment based on performance analysis.
- Strong customer service, complaint-resolution, and VIP client management skills.
- Ability to manage workforce scheduling and resource allocation across multiple shifts.
- Ability to work closely withexecutive and clinical teamsand provide clear business and performance reports to senior management.
- Flexibility to meet operational requirements, including extended operational hours and remote management when required.
EGjobank Analysis
Quick Role Summary
Opportunity as "Call Center Manager" at Everlast located in هليوبوليس on a Full-Time basis, suited for Fresh Graduate candidates, within Marketing & Sales. Key details from listing: • Lead and manage the Communication Center from abusiness and commercial perspective. • Strategically manage and oversee a communication center team of20+…
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Application Tips
- Tailor your CV headline to match "Call Center Manager" and feature measurable achievements in the top third of your resume.
- Customize your cover note for هليوبوليس: explain why this location and work arrangement suit your availability and how you add value to the team.
- Highlight relevant practical experience, key responsibilities, and specific business impact.
- Showcase practical projects, accredited certifications, and strong language skills to complement experience.
- 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 هليوبوليس or remote if specified
- Measurable achievement examples prepared for interview talking points
- Egyptian Job Bank candidate profile ready for application tracking
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