Egypt Business Directory,  | ,  | Send us an email to get your website listed here: partner@egypt-business Al-Borsa Newspaper, Giza | Al-Borsa Newspaper is one of the leading economic newspapers in Egypt, it deals with stock market, economy and investment news. German-Arab Chamber of Commerce,  | For sixty years the German-Arab Chamber of Commerce has promoted business relations between the Egypt, North Africa, the Middle East and Germany. Daily News Egypt,  | Egypt’s only Daily Independent Newspaper in English AGD Exhibitions,  | AGD was founded 23 years ago with the aspiration to reshape the future of exhibition and conference industry in the Arab Region and the Middle East. Think Marketing Magazine,  | Think Marketing Magazine is a new full interactive pure implementation of strategic innovation where creative technology and knowledge meet. El Mashrou3 TV,  | El Mashrou3 is Egypt's first Reality TV competition about young entrepreneurs. Training Egypt,  | Training Egypt is a training resource that gives its visitors a wide variety of training related information. Global Trade Matters - GTM,  | Global Trade Matters, a for-profit private sector think tank, was created in 2010 in order to broaden the discussion about economic policy. Business Today,  | Business Today Egypt is the nation’s leading English-language monthly business magazine eMarketing Egypt,  | eMarketing Egypt is the first company in MENA that provides integrated e-marketing services. Al Ahram,  | Ahram Online is the English-language news web site published by Al-Ahram Establishment, Egypt’s largest news organization Egypt Today,  | The Magazine of Egypt Tradekey,  | TradeKey.com is one of the world’s leading and fastest growing online business-to-business (B2B) marketplace ME.info - Middle East Business News and Information,  | An instant news and information provider from the heart of the Middle-East. Employer Magazine,  | We help organizations target and attract their most important asset - their people.

Jobs

Job Offers: OSN - Orbit Showtime Network

Customer Service Manager at OSN Orbit Egypt

OSN Showtime network is the home of 85 channels filled with great value entertainment, offering viewers in the MENA region.
13.11.2011 | Cairo, Egypt | OSN - Orbit Showtime Network
Job Ref. #: JB1729773

• Provides support to the Contact Centres, Operations and sales teams to ensure outstanding customer service is provided.

• A multi-skilled associate with the ability to build and enhance the customer experience by increasing first call resolution, identifying process gaps and managing performance and quality reviews.

• Responsible for assessing levels of competence of all customer facing personnel.

• Assess and manage team development and improvements.

• Ensure commitment to FCR for all customer facing personnel by developing consistent feedback and follow up procedures.

• Ensure all service impacting KPI’s are achieved.

• Ensure all customer information is updated.

• Ensure 100% accuracy on data capture and accuracy on all transactions generated.

• Manage all dialer and out bound campaigns to ensure upgrade activity and swaps are completed in accordance with business requirements.

• Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented where appropriate.

• Work with the sales and retention teams to identify gaps and reduce churn.

• Keep all new and existing applications current and up to date.

• Ensure all attendance and performance and personal files are updated monthly.

• Ensure all personnel are assessed on a quarterly basis.


• Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.

Skills

• Bilingual - Arabic and English speaker is a must.

• Contact Centre Management experience.

• Pay-TV or subscription based operations background.

• Detailed knowledge of Contact Centre applications

- ACD, Avaya, Dialler and IBS.

• Strong leadership and management skills.

• Business process design experience.

• MS office - Excel, Word, PowerPoint and Visio.
  • Basic Data

  • Offer
  • Customer Service Manager at OSN Orbit Egypt
  • Online since
  • 13.11.2011 14:23:35
  • Available until
  • 13.11.2011
  • Apply until
  • 00.00.2011
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