What you will do:
- Strategic Leadership: Manage multiple teams via Team Leads to achieve retention targets and define operational frameworks aligned with business goals.
- Performance & Coaching: Oversee daily metrics (CSAT, Retention, Response Rate) and provide coaching specifically to Team Leads.
- Cross-Functional Optimization: Collaborate with Academic, Sales, and Product teams to optimize the end-to-end student journey.
- Process & Tools: Develop SOPs/knowledge bases and drive the adoption of CRM and AI automation tools to improve efficiency.
- Reporting: Present high-level service performance reports with actionable insights to senior management.
Requirements:
- Experience: Minimum 5 years in Customer Service/Education, including at least 3 years in a Managerial role leading teams/supervisors.
- Education: Bachelor’s degree or above (Master’s preferred).
- Skills: Proven ability to influence stakeholders, drive CX improvements, and manage complex cross-functional projects.
- Tech Savvy: Familiarity with CRM systems, reporting dashboards, and service automation tools.
Other benefits & highlights:
- Social & medical insurance (individual, not family-covered)
- Vacation: 21 days per year
- On-the-job training provided
Work location & hours :
- Sunday - Thursday: 12 PM - 9 PM (breaks: 2:45 PM - 3 PM, 5 PM - 6 PM)
- Saturday: 12 PM - 4 PM (breaks: 12:45 PM - 1 PM)
Address:
7th-9th Floor, Double View Business center, Street 293, New, Maadi, Cairo Governorate 12468
https://maps.app.goo.gl/dnpFh1YYFknH2iQG8
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