Contact Center Manager Code : SXT0170OB | 1 week ago Sixt Obour Sixt

The Contact Center Manager at Sixt Egypt will lead the contact center operations, ensuring the highest level of customer satisfaction while driving sales and revenue through effective management. This role emphasizes managing inbound and outbound calls, supervising contact center agents, and ensuring process compliance while fostering a strong focus on sales performance. The manager will be responsible for developing training programs, maintaining branch communication, and ensuring that customer concerns and escalations are resolved efficiently.

Key Responsibilities

• Sales Leadership and Strategy
  • Develop and implement sales-driven processes within the contact center to maximize bookings and incremental sales.
  • Set daily, weekly, and monthly sales targets for agents while monitoring performance to ensure consistent achievement.
  • Design, execute, and evaluate sales training programs to enhance agent performance.
  • Identify upselling and cross-selling opportunities and ensure agents are trained to capitalize on them.
• Operational Excellence and KPI Monitoring
  • Monitor call center metrics, including call handling times, abandoned calls, conversion rates, and customer satisfaction scores.
  • Analyze data from SAP C4C and 3CX systems to track agent performance and identify opportunities for improvement.
  • Implement and enforce compliance with company SOPs, contact center policies, and quality standards.
  • Conduct regular audits to ensure process adherence and customer satisfaction.
• Customer Experience and Complaint Management
  • Serve as the escalation point for complex customer cases, ensuring timely and satisfactory resolution.
  • Oversee CES and Google Review responses, ensuring that customer issues are handled professionally and improve overall satisfaction.
  • Develop a process for service recovery and follow-up actions on all customer feedback received.
• Branch Communication and Escalation Protocols
  • Ensure seamless communication between branches and the contact center to facilitate smooth operational processes.
  • Enforce the guidelines for information flow, vehicle availability updates, and service-related escalations.
  • Standardize escalation procedures, ensuring timely intervention in urgent or high-profile cases.
• Coordination with Departments
  • Collaborate with Operations, Fleet, CRM, Quality, and Marketing teams to align contact center objectives with the company’s strategic goals.
  • Provide regular feedback on branch performance and highlight potential areas for improvement.
  • Work closely with the Pricing Team to ensure accurate information is communicated to customers.
• Reporting and Data Analysis
  • Oversee the creation and delivery of daily, weekly, and monthly reports detailing contact center performance, including sales metrics, complaint resolutions, and call quality analysis.
  • Review and interpret CRM data (SAP C4C) to identify trends, predict customer needs, and inform decision-making.
  • Design performance dashboards to monitor KPIs and enable proactive corrective actions.
• Agent Development and Retention
  • Conduct performance evaluations and provide continuous feedback to contact center agents.
  • Identify training needs and deliver targeted coaching sessions to improve agent sales techniques and operational knowledge.
  • Foster a positive team culture that encourages engagement, accountability, and high performance.
• Technology and Process Optimization
  • Ensure the contact center operates efficiently by utilizing SAP C4C, 3CX, and other integrated platforms.
  • Continuously explore opportunities to improve CRM workflows, reduce manual tasks, and enhance the customer journey.
  • Monitor and maintain the knowledge base and call scripts to ensure relevance and accuracy.

Qualifications:

• Bachelor’s degree in business administration, Communications, Sales, or a related field (MBA is a plus).
• 5–8 years of experience in contact center operations, including at least 2–3 years in a managerial or supervisory role.
• Proven track record in sales-driven environments, with experience managing inbound and outbound teams.
• Hands-on experience with CRM systems and call center technologies.
• Background in automotive, car rental, travel, or retail industries is highly desirable.
• Experience working with KPI dashboards, performance management tools, and reporting systems.
• Understanding of sales funnels, conversion metrics, and upselling/cross-selling strategies.
• Excellent leadership and team development skills — must be able to build, train, and retain high-performing sales and service teams.
• Ability to design and monitor KPIs, track trends, and continuously improve performance.
• Fluency in English and Arabic (spoken and written).