Regional Contact Centre Manager MENA

Date: 26 May 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 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


Main Accountabilities

  • Manage the Day to Day running of British Council In House Regional Call Centre.  
  • Create a culture of continuous improvement in Call Centre through the development, implementation, and communication of a clear strategy.
  • Manage the team to ensure appropriate staffing levels are always maintained at Call Centre in line with customer needs.
  • Act as a central contact point for departments within the office to ensure British Council objectives are delivered effectively through the contact centre team and regularly update the Service Level Agreement accordingly.
  • Evaluating Service Performance and Continuous Service Improvement 
  • Use the Customer Management Framework self-assessment, the Customer Service Strategy and the Customer Service Management Toolkit to improve service quality. 
  • Generate daily, weekly and monthly Calls and emails reports and analyse these reports and communicate it to the Country Customer Service Manager.
  • Ensure the Call Centre Agents and Call centre officers are up to date on all information relating to their job by asking for/ providing relevant written guidance, information update briefings, induction, coaching, shadowing and training where appropriate.  Store the information updates safely on G drive and direct the team to the updated sites


Essential requirements

  • 5 years contact centre experience with minimum 2 years in managing role
  • Telesales experience 
  • Knowledge of using call-centre technologies and salesforce CRM
  • Experience in managing medium-size contact centre 150+ staff


Desirable requirements

  • Certified Call Centre Manager or equivalent qualification


Further Information 

  • Role title: Regional Contact Centre Manager Req ID: 37816
  • Number of positions: 1
  • Pay Band:  6/G
  • Salary: EGP 15351.38   
  • Contract type: Fixed term local contract for 1 year / As per local regulations
  • Location: Cairo, Egypt
  • Closing date and time: 11 June 2023 (23.59 Gulf Standard Time)


This post is open to candidates who have the legal right to work in the country where the Post is based. 

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.



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


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.