Outbound Customer Support Manager

Dubizzle Egypt is the leading marketplaces for selling and buying online in the region. Our aim is to upgrade people’s lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.

As part of dubizzle group, we are alongside some of the strongest classifieds brands in the market. With a collective strength of 10 brands, we have more than 200 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As an Outbound Customer Support Manager, you will play a pivotal role in overseeing and managing the

property & automotive teams, guiding dubizzle listers through their journey with the platform. You will

require a blend of strategic thinking, leadership, and exceptional communication skills to ensure the team

meets or exceeds customer satisfaction goals.

In this role, you will:

● Manage the outbound support team, hire, develop and expand the team when needed;

● Manage and develop the outbound support plan & process for the team;

● Ensure that the outbound executives are meeting the ongoing needs of their clients while accomplishing individual KPIs.

● Ensure that the department goals/milestones are met and adhering to the approved strategy/plan;

● Manage the property & automotive team leaders;

● Set monthly team targets, including target calls, conversions, quality and customer satisfaction scores.

● Follow up daily & weekly on the team activities/tasks while making sure that everyone is on track.

● Manage interdepartmental communication with other teams, including inbound support, quality assurance, growth and operations teams.

● Prepare monthly reports and reviews on team activities, performance trackers, client satisfaction ratings, and overall contribution to the online channel revenues;

● Make suggestions for product improvement, pricing structure, and payment channels based on data gathered from the consumers.

● Plan and execute market research surveys with buyers or sellers aiming at understanding the business and consumer behavior.

● Ensure all team members adhere to all company policies and procedures.