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 prioritize 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 SalesForce 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 to effectively convey ideas and recommendations.
If interested, please send your CV at hr.cairo@mbc.net mentioning the job tittle in the subject
