Customer Operations Department Manager

Job Summary

The Customer Operations Department Manager will oversee and lead the telesales and call center operations to achieve performance targets, optimize budgets, and ensure excellent customer experience. This role is responsible for managing teams, monitoring key performance indicators (KPIs), setting and achieving sales goals, and maintaining high operational efficiency.

Key Responsibilities

Leadership & Management

• Lead, coach, and motivate telesales and call center teams to meet performance targets.
• Set clear departmental objectives, performance standards, and KPIs aligned with company goals.
• Conduct regular performance reviews and provide feedback to enhance productivity and quality.

Sales & Target Achievement

• Develop and implement telesales strategies to drive revenue growth and meet monthly/quarterly targets.
• Monitor daily, weekly, and monthly sales results; analyze data to identify trends and improvement areas.
• Collaborate with the marketing and product teams to design campaigns that support sales objectives.

Operational Efficiency

• Manage department budgets, forecasting, and cost control to ensure profitability.
• Optimize workforce planning, scheduling, and resource allocation.
• Ensure adherence to operational policies, quality standards, and compliance requirements.

Customer Experience & Quality

• Maintain a high standard of customer service across all touchpoints.
• Monitor call quality and customer satisfaction metrics, implementing corrective actions as needed.
• Resolve escalated customer issues promptly and effectively.

Reporting & Analytics

• Prepare regular reports on department performance, sales achievements, and operational metrics.
• Present insights and recommendations to senior management to support strategic decision-making.

Requirements

Qualifications & Requirements

• Bachelor’s degree in business administration, Marketing, or related field.
• 7+ years of experience in telesales and call center operations, with at least 3 years in a managerial role.
• Strong analytical, leadership, and communication skills.
• Proficiency in CRM systems, call center software, and Microsoft Office Suite.
• Excellent organizational and problem-solving abilities.
• Ability to work under pressure and adapt to a fast-paced environment.

Benefits

Discover the benefits of joining B.TECH: More than just a job

Comprehensive health and life insurance.

Flexible work arrangements to support work-life balance.

Professional development and training opportunities for advancement and career growth.

Employee discounts and wellness programs.

High performance and rewarding culture.

If you're ready to take your career to the next level and contribute to the success of a thriving organization, B.TECH is the place for you.

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B.TECH is a popular omnichannel retailer for consumer electronics and home appliances in Egypt, with over 152 stores nationwide. They offer unique financing options to make purchasing easier and more affordable for customers, including Mini-cash which allows customers to pay in affordable monthly installments. B.TECH also has a customer-centric ethos and offers personalized customer care for all customers, whether personal shoppers or large organizations. They have a digital wholesale platform called Deel Platform that serves small traders and traditional stores. B.TECH holds a solid portfolio of commercial brands, including their private label Ultra brand and well-known global brands. Additionally, they have an advertising network, B.TECH Ads MENA region, with over 1000 AI-driven digital screens in their stores across Egypt. Finally, B.TECH launched b_labs, a transformation and digitization arm, to spearhead tech innovation and achieve their goal of becoming the leading omnichannel platform for consumer electronics and appliances in Egypt.