Zewail City is seeking a Call Center Coordinator to establish, manage, and continuously improve the University Call Center. The role is critical in ensuring accurate, timely, and consistent responses to inquiries, with the ability to scale operations efficiently during peak admissions periods.Key ResponsibilitiesLead and oversee day-to-day call center operations to ensure service excellenceDevelop, maintain, and control approved call scripts, FAQs, and response guidelinesCoordinate closely with Admissions, Finance, Registrar, and other relevant units to ensure accuracy and consistency of informationRecruit, train, schedule, and supervise internal call center agents and seasonal student callersPlan and manage operational scaling during admissions peak periodsMonitor call quality, service levels, and response times against defined standardsReview call recordings and provide regular coaching, performance feedback, and corrective actionsHandle escalated cases and sensitive or complex inquiries professionallyPrepare concise monthly reports on call volumes, trends, performance metrics, and key issues for senior management QualificationsBachelor’s degree required; fluent English and Arabic languagesExperience in student services, admissions, customer service, or call center operationsProven ability to manage teams and high-volume workflowSkills & CompetenciesStrong communication and coordination skillsHigh attention to accuracy and detailGood judgment and escalation managementTraining capabilityAbility to perform under peak-season pressure