Regional Contact Center Manager MENA
Middle East North Africa (MENA)
Country / Territory
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade G
Vacancy Description
Location: Cairo, Egypt | Contract: 1 year (renewable) | Deadline for Applications: 24 August 2019 | Payband: G/6 | Salary: 12,500 (net) plus benefits

Role Purpose

To improve quality of customer experiences in MENA through managing our Inhouse Contact Centre through a range of contact channels. (Phone, Email, Social Media. and Live Chat)

To enable the British Council to meet and exceed the standards set and ensure increase of sales and quality of service across multiple product lines


Function Overview

The post holder will be line managed by Regional Head of Contact Centre Operations and will manage an in house/ contact centre handling calls, emails social media and web chat  interactions for countries such as Egypt , Lebanon, Iraq and Syria with the view to expand the portfolio of geographies serviced, while providing a high level of customer service and fantastic customer experience for British Council customers.

The MENA (Middle East North Africa) 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 to match required global standards which will result in improved efficiency, quality and sales.

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 service. 


For more information about the job requirements, British Council core skills and behaviours, kindly refer to the documents attached below;

Role Profile
British Council Core Skills
British Council Behaviours

Additional Information:


If you are interested in this vacancy, kindly submit your application by 24 August 2019. 


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.

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.