Scope: The Company's Call Center in direct contact with our consumers whether requesting our products our managing a complaint regarding any aspect of the product. Functional Responsibilities: \- Managing the daily duties of call center both incoming and outgoing along with the home delivery fleet \- Managing efficient home delivery consumer promotions in conjunction with Marketing. \- Following up the inactive customer \& planning with the team in how to activate them back by using outbound calls \- Recording statistics, user rates and the performance levels of the center, and preparing reports. \- Handling the most complex consumer complaints or enquiries. \- Responsible on revamping the Database and track the new database achievements. \- Responsible to secure the database. \- Searching for potential new consumers/database. Leadership Responsibilities: \- Coaching, motivating and retaining the call center team. \- Setting and meeting performance targets for speed, efficiency, sales and quality, \- Monitoring random calls to improve quality, minimize errors and track agents performance. \- Organizing staffing, including shift patterns and the number of staff required to meet demand. \- Liaising with team leaders, agents and third parties to gather information and resolve issues. Functional Authority: (Job Grade 18 and above) \- Develop the working schedule to fulfill the work need \- Planning and developing staff recruitment and liaising with HR staff \- Approves the team's promotions and transfers \- Select the right calibers to fill the new vacancies \# of Hires Needed 1 Hiring Manager AbdelMessih Adly Nashed, Alfy Job Requirements Education, Certifications and Licenses: \- Bachelor degree in Business Knowledge and Experience: \- Minimum 5 years of experience in the customer service field \- Advanced understanding of database structures and basic network process flows Skills and Abilities: \- Language skills \- Computer skills \- Analytical skills \- Negotiation skills \- Communication skills \- Ability to handle customer's complaints Personal Qualities: (Jobholder's profile) \- Flexibility to work on vacations \- Doesn't mind to work at the night shift \- Doesn't mind to promote and sell alcoholic products