English Speaking Customer Service Supervisor

About the role

Accurate Management (AMC) is hiring an English Speaking Customer Service Supervisor to join our team in Cairo. You will supervise our English-speaking customer-service operation and its team leaders, and deliver the service levels agreed with the client.

About the company

Accurate Management Consultancy (AMC) is based in Giza, Egypt, and delivers recruitment and outsourced operations for client companies around the world.

What you will do

• Supervise the English-speaking customer-service team and its team leaders.
• Deliver the KPIs and SLAs agreed with the client, and report on them daily, weekly and monthly.
• Plan schedules and staffing with Workforce Management to match forecast volumes.
• Run performance reviews and action plans with team leaders and agents.
• Handle high-level escalations and represent the team in client meetings.
• Improve processes, quality and customer satisfaction with the quality and training teams.

What we are looking for

• English at C1 level or above, spoken and written.
• Bachelor’s degree or equivalent.
• 4+ years of contact-centre experience, including 2+ years leading teams.
• Proven record of meeting KPIs and SLAs on a customer-service account.
• Strong leadership, planning and client-communication skills.
• Advanced Excel and reporting skills; able to work in shifts.

What we offer

• Competitive package based on experience.
• Social insurance in line with Egyptian labour law.
• Training and a clear path to grow with the company.
• A growing team working with clients across different industries.