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Job Description

We are looking for a highly experienced Communication Manager to lead and oversee our omnichannel communication center at Everlast Training Center, Cairo.

The Communication Manager will oversee a high-performance communication hub consisting of at least 20 agents, managing inbound and outbound calls as well as written communication through WhatsApp, SMS, email, and relevant digital platforms.

The role is responsible for ensuring effective lead management, customer support, telesales and telemarketing performance, VIP client care, complaint resolution, and digital engagement.

The Communication Manager will develop and implement communication strategies that maximize operational efficiency, productivity, customer satisfaction, and sales performance. A key focus of the role will be increasing sales across clinical service lines and generating cash-based business through effective lead conversion, while supporting insurance-related workflows as a secondary responsibility.

Key Responsibilities

• Strategically manage and oversee a communication center team of 20+ agents.

• Structure, organize, and lead specialized teams covering:

  • Customer Support

  • Telesales & Telemarketing

  • VIP Client Handling

  • Complaint Management

  • Digital Communication

• Oversee communication through calls, WhatsApp, SMS, email, social media, website leads, and other relevant digital channels.

• Develop and implement effective communication strategies to maximize efficiency, productivity, sales, and customer satisfaction.

• Monitor and evaluate Call Center and Communication Center KPIs and provide regular performance reports to senior management.

• Ensure that marketing-generated leads are properly managed and converted into confirmed appointments and direct sales.

• Continuously improve processes through training, coaching, performance analysis, and staff realignment where required.

• Manage scheduling and resource allocation across 2 shifts covering 16 operational hours per day.

• Build and maintain a high-performance environment with a strong focus on sales conversion, customer loyalty, and service excellence.

• Develop strategies to maximize cash business revenue while maintaining efficient handling of insurance-related communications.

• Proactively manage and resolve escalated customer issues.

• Ensure high levels of client satisfaction and effective VIP client management.

• Work closely with executive and clinical teams to ensure effective cross-functional communication and operational alignment.

Requirements

Job Requirements

• Extensive experience in managing omnichannel communication centers or large-scale Call Center operations.

• Proven experience managing a communication center team of at least 20 agents.

• Strong experience in managing both inbound and outbound calls.

• Experience managing written customer communications through WhatsApp, SMS, email, social media, website leads, and other digital platforms.

• Strong knowledge and experience in Customer Support, Telesales, Telemarketing, VIP Client Handling, and Complaint Management.

• Proven ability to manage and convert marketing-generated leads into confirmed appointments and direct sales.

• Strong commercial mindset with a clear focus on sales conversion and revenue generation.

• Experience developing strategies to increase sales across different clinical service lines.

• Strong understanding of cash business generation, with the ability to maximize cash-based revenue.

• Experience in managing and improving Call Center KPIs and performance metrics.

• Strong experience in team coaching, training, performance management, and staff realignment based on performance analysis.

• Ability to manage workforce scheduling and resource allocation across multiple shifts.

• Strong customer service and complaint-resolution skills, including handling escalated and VIP clients.

• Ability to work closely with executive and clinical teams and maintain strong cross-functional alignment.

• Ability to work in a high-engagement, results-driven environment and provide regular performance reports to senior management.

• Flexibility to meet operational requirements, including managing operations across extended working hours and, when required, remotely.