Regional call centre officer

Regional call centre officer

Date: ‎26-Feb-‎2023
Location: Cairo, Middle East and North Africa, EG
Company: British Council
We support peace and prosperity by building connections, understanding and
trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and
connections to transform their lives and shape a better world in partnership
with the UK. We support them to build networks and explore creative ideas, to
learn English, to get a high-quality education and to gain internationally
recognised qualifications.

Working with people in over ‎200 countries and territories, we are on the
ground in more than ‎100 countries. In ‎2021-‎22 we reached ‎650 million people.

Role Purpose

To manage the British Council Contact Centre ensuring delivery of the full
range of British Council's activities and services. Manage a team of
professional customer service assistants who provide services following
Customer Service Excellence standards in the Contact Centre to achieve country
strategic objectives and achieve maximum impact with our target audiences in
Egypt and in the Middle East and North Africa (MENA) region.

Main Accountabilities:

Customer Service Delivery

• Contribute to the development of an efficient integrated and motivated Customer Services team which champions British Council values and Customer Services Excellence and work effectively with Colleagues across all activity streams.


• Promote the sales of examinations and Teaching centre products and services, as well as provide information and support regarding British Council programmes.


• Support the delivery of customer services strategy as required based on the customer services Excellence standard.


• Act as a Customer Services Duty Officer (CSDO) for customer services issues, complaints and incidents management. Ensures full coordination with other Customer Service Duty Officers (CSDO).


• Rotate Duty Officer Responsibilities with other Customer Services Officers.


• Handle customersand students complaints and feedback received via Contact Centre. Act upon them in a timely manner according to the British Council Complaints policy and the Customer Services standards.


• Liaise with other business units to ensure most updated information is cascaded to Contact Centre staff.

Management and Administration Support

• Assure all Contact Centre specific back - office tasks are handled according to Service Level Agreement, Customer Services Excellence and British Council Policy.


• Act on Mystery Shopping / Customer Effort Assessment results and customer feedback.


• Draw a monthly schedule for Contact Centre Assistants, ensure adequate coverage at all times and detailing breaks and leaves.


• Provide on-going team performance reports and dashboards to Customer Services Manager and Head of Customer Services & registration.


• Coordinate all necessary training and briefings with the Teaching Centre and Examination business units, as well as Customer Services (front and back offices).


• Develop all reference materials needed for Contact Centre Assistants; ensuring materials are continually updated with any relevant changes.


• Develop all documentation on processes and procedures relevant to Contact Centre.


• Assess and maintain transaction quality standards as per British Council standards framework by monitoring calls and conducting coaching sessions to staff to improve quality.


• Liaise with Agouza, Heliopolis and Alexandria Officers to ensure all Centre-relevant information is provided in a prompt and effective manner to be communicated to customers accordingly.

Line Management:

Line manages not less than ‎12 Contact Centre Assistants following Essential HR
guidelines.

• Effectively manage employees under this line management.


• Comply with HR policies and practices including all the aspects of performance management, employment policies, recruitment practices which meet the corporate standards.


• Ensure that professional development and training plans are in place for the team.


• Monitors staff performance and address issues when needed.


• Functional line management of Contact Centre Assistant to ensure that appropriate briefings on BC products, Exams, Teaching Centre, programmes and activities are conducted to allow them to fulfill their duties.

Finance:

• Assure accurate income collection, issuance of receipts and reporting of revenue on FABS to corporate finance procedures.


• Receive cash collected by CSA daily, counted and sealed in full compliance with Agouza cash handling procedures.


• Handing over cash to Speed Service within ‎24 hours and assure that end of day closing meets all Finance and Agouza cash handling procedures.

About You (essential requirements for the role):

• The British Council systems and global processes operate in English.


• Fluent in Arabic CEFR Level C


• University Degree or equivalent


• ‎3 years of full time in Contact Centre, ‎2 of which in team leader / supervisory role


• Able to use a computer.

Desirable requirements for the role:

• Project Management Studies


• Financial experience, cash collection & reconciliations

Further Information:

• Role: Regional call centre officer(‎36381)


• Number of positions: ‎1


• Pay Band: BRC- 4H


• Location: Cairo, Egypt


• Contract type: Fixed Term contract - local (‎1 year)


• Salary: ‎8971.2 EGP


• Closing date: 6th March ‎2023


• 
  

  Other: This role is open to candidates who have the right to work and are located in Egypt.

  
  


• 
  

  Please note that all applications should be submitted only in English.

  
  


• It is advisable to apply in advance to avoid any technical issues at the last moment.


• The Customer Service and Sales team operates six days a week with Saturdays and weekday evenings usually times of peak demand. Working schedules are subject to variations to account for activity patterns and will involve unsocial working hours (including late finishes and Saturday shifts)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality,
diversity and inclusion across everything we do. We support all staff to make
sure their behaviour is consistent with this commitment. We want to address
under representation and encourage applicants from under-represented groups,
in particular, but not exclusively, on grounds of ethnicity and disability.
All disabled applicants who meet the essential criteria are guaranteed an
interview and we have Disability Confident Employer Status. We welcome
discussions about specific requirements or adjustments to enable participation
and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and
adults who we work with.

We believe that all children and adults everywhere in the world deserve to
live in safe environments and have the right to be protected from all forms of
abuse, maltreatment and exploitation as set out in article ‎19, UNCRC (United
Nations Convention on the Rights of the Child) ‎1989.

Appointment to positions where there is direct involvement with vulnerable
groups will be dependent on thorough checks being completed; these will
include qualification checks, reference checks, identity & criminal record
checks in line with legal requirements and with the British Council's
Safeguarding policies for Adults and Children.

If you have any problems with your application please email
[email protected]

Please note: Applications to this role can only be considered when made
through the Apply section of our careers website. Our 'ASK HR' email is only
to be used in case of a technical issue encountered when applying through the
careers website. Emails with supporting statements and CV/Resumes sent to this
email address will not be reviewed and will be deleted.