{"id":2632140,"url":"https://alion.io/job/altibbi-senior-call-center-agent","title":"Senior Call Center Agent","company":{"id":48703,"name":"Altibbi","domain":"altibbi.com","url":"https://alion.io/company/altibbi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ZenATS","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":114000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1304},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-07-13T13:43:18Z","employer_posted_date":"2026-07-13","last_verified_at":"2026-10-19T23:29:43Z","board_verified":true,"closed_at":null,"days_open":98,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":97},"description":"Role Overview\nThe Senior Call Center Agent plays a key role in delivering exceptional customer service while supporting the performance and development of the call center team. This role involves handling customer interactions, mentoring team members, ensuring compliance with company procedures, and contributing to the achievement of service quality and performance targets across assigned projects and campaigns.\nKey Responsibilities\nMaintain accurate records of customer interactions, process customer accounts, and update relevant documentation.\nFollow company communication procedures, guidelines, and policies.\nBuild positive relationships with customers and deliver an exceptional customer experience.\nDe-escalate customer concerns and provide timely, effective resolutions.\nCollaborate with other call center professionals to continuously improve customer service.\nSupport the onboarding and training of new team members on company policies and procedures.\nAchieve assigned KPIs and performance targets for each project or campaign.\nGuide team members to follow approved workflows, procedures, and scripts.\nHandle customer calls and chats while providing accurate, professional, and timely support.\nProvide coverage for team members during planned absences when required.\nHandle customer complaints, identify appropriate solutions, and ensure timely follow-up until resolution.\nSupport the BD Call Center team in achieving campaign targets by identifying improvement opportunities and implementing effective solutions.\nBuild and maintain strong relationships with customers to promote trust and satisfaction.\nSkills & Qualifications\nMinimum 5 years of experience in customer service or call center operations.\nProven track record of meeting or exceeding KPIs.\nStrong phone handling and active listening skills.\nExperience using CRM systems and customer service tools.\nExcellent verbal and written communication skills.\nStrong interpersonal and rapport-building skills.\nA patient, empathetic, and customer-focused approach.\nStrong organizational and time management skills.\nAbility to adapt and perform effectively in a fast-paced 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