Customer Support Manager

 MBC group : NOW HIRING –Customer Support Manager-

Location: Media City/6th of October

Responsibilities:
-Coach, lead, and inspire the customer support team members to deliver exceptional service and achieve performance goals.
-Foster a positive and inclusive team culture that encourages collaboration, innovation, and excellence in customer service.
-Define and manage yearly Key Performance Indicators (KPIs), identifying areas for improvement and implementing action plans.
- Develop and implement strategies to optimize customer support processes and workflows, ensuring efficiency and effectiveness by analyzing support metrics and KPIs to identify trends and areas for improvement.
-Support the senior management by highlighting operational risks and areas for improvement.
-Collaborate with other departments, such as product, technology, and marketing, to address customer issues and drive product improvements.
-Act as a point of escalation for complex or sensitive customer cases, providing timely and effective resolution.
- Keep up with the industry's best practices, standards, and tools, and propose improvements that will positively impact the team’s quality and performance, customer satisfaction, and business.
-Manage the support budget, including forecasting and allocation of resources.
-Ensure agreed vendors’ performance, identify room for improvement and push for the best results.
-Manage and prioritise customer support operations activities, forecast support volumes, assign proper headcounts to them, and perform risk and impact assessments to achieve SLAs and meet set KPIs within a defined budget.
-Ensuring the team is up-to-date and prepared for business changes, product updates, and new developments.
-Conduct regular performance evaluations and provide feedback to team members.
-Develop and execute necessary action plans whenever a performance gap is detected and ensure progress is captured and reported on time.
-Demonstrate a collaborative working style while also being capable of taking ownership of projects and working independently.
-Show enthusiasm for continuous improvement and remain proactive in seeking opportunities.

Requirements:
- 10-15 years of experience in customer support operations management or a related role.
-Proven track record of successfully managing and developing high-performing teams.
-Bachelor's degree in business administration, marketing, or a related field.
-Proficiency in Microsoft Office tools (Word, Excel, and PowerPoint) or Mac equivalents.
-Expertise in the Sales Force tool.
-Solid knowledge of tools such as ClaverTap, Evergent, GIGYA, Genesys, Vocalcom, and others.
-Familiarity with payment processing platforms such as Checkout, Adyen, TPay, Paymob, Google Pay, and Apple Pay.
-Excellent communication and presentation skills

if interested, please send your CV to hr.cairo@mbc.net mentioning the job tittle in the subject.