Contact Centre Vendor Manager MENA
Middle East North Africa (MENA)
Country / Territory
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade G
Vacancy Description
Contract Duration: 3 years Location: Cairo, Egypt Pay Band G (Locally appointed) Salary: 12,516 EGP / medical insurance / annual leave Closing date: 15 June 2019
Role Purpose

To improve quality of customer experiences in MENA through managing our outsourced contact centre through a range of contact channels. (Phone, Email and Social Media)
To enable the British Council to match and exceed the standards set and ensure increase of sales across multiple product lines.

Function Overview

The post holder will be line managed by MENA Regional Customer Service Manager and will manage an outsourced Contact Centre handling Calls, emails and Social media interactions for UAE, Oman and Qatar (with the view to expand the portfolio of geographies serviced) to provide a high level of customer service and experience for British Council clients.

MENA Customer Service Strategy aims to centralise our contact centres into hubs across the region to enable us to improve our customer service by standardising our services across the region which will result in improved efficiency and quality. 

In MENA we aim to significantly increase our teaching and exams business over the next few years in the face of increased competition and with the current change programmes focusing intro sales, we consider our contact centre a key channel in which we would be able to convert callers into qualified leads to register with us, in addition of providing a high level of after sales services. 

About Us

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Role Profile
British Council Core Skills
British Council Behaviours

Additional Information:

  • If you are interested in this role, kindly submit your application by 15 June 2019
Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.