Overview
Contact Center Systems Coordinator Jobs in 6th of October, Al Jizah, Egypt at MBC GROUP
Title: Contact Center Systems Coordinator
Company: MBC GROUP
Location: 6th of October, Al Jizah, Egypt
Job Purpose
The Contact Center Systems Coordinator is responsible for the effective administration, coordination, and integrity of all contact center operational systems, workforce schedules, performance data, and vendor-supported platforms. The role ensures that systems, data, and reporting mechanisms consistently support operational performance management, workforce planning, and service delivery requirements in alignment with recognized contact center best practices (including COPC-aligned performance management principles).
This position plays a critical role in enabling data-driven decision-making by ensuring accuracy, consistency, and availability of operational information across the contact center.
Key Duties and Responsibilities
1. Contact Center Systems Administration:
· Administer and maintain all contact center systems, including ticketing platforms, telephony systems, workforce management tools, quality monitoring systems, and reporting solutions.
· Ensure system configurations support operational workflows, KPI measurement, and reporting requirements.
· Coordinate system access control, user roles, and permissions.
· Maintain up-to-date system documentation, SOPs, and process guidelines.
· Act as the primary operational contact for system-related incidents, changes, and enhancements.
2. Workforce Scheduling and Shift Roster Management:
· Prepare, maintain, and publish shift rosters based on operational demand, forecasted volumes, and staffing requirements.
· Monitor schedule adherence and attendance data and highlight deviations to operations management.
· Support workforce planning activities by providing accurate scheduling and coverage data.
3. KPI Management and Operational Reporting:
· Own the extraction, validation, and consolidation of daily, weekly, and monthly contact center KPIs.
· Ensure KPI definitions, calculation logic, and reporting formats are consistent and documented.
· Prepare and distribute standard performance reports for management review.
· Verify data accuracy and resolve discrepancies prior to report submission.
4. Vendor and Platform Coordination:
· Act as the operational liaison with contact center system vendors and service providers.
· Track vendor issues, incidents, change requests, and resolutions.
· Support vendor performance reviews by providing system performance data and operational evidence.
5. Data Integrity and Continuous Improvement Support:
· Monitor system and reporting data for quality, completeness, and accuracy.
· Support root cause analysis by providing reliable system and performance data.
· Assist management with performance trend analysis and improvement initiatives.
· Ensure system and data readiness to support internal audits and operational reviews.
Job Objectives:
· Ensure continuous availability, reliability, and accuracy of contact center operational systems.
· Deliver accurate, timely, and auditable KPI and performance reports.
· Maintain workforce schedules that support service level, productivity, and operational targets.
· Ensure effective coordination and performance tracking of contact center system vendors.
· Support continuous operational improvement through reliable data and reporting discipline.
Education:
· Bachelor’s degree in Business Administration, Information Systems, Computer Science, or a related field (preferred).
Experience:
2–4 years of experience in contact center operations, systems coordination, workforce management, or reporting roles.
· Experience working with contact center platforms, scheduling tools, and performance reporting.
Skills and Competencies:
· Strong analytical and data management skills.
· High attention to detail and accuracy.
· Ability to manage multiple systems and priorities simultaneously.
· Strong coordination and communication skills.
· Proficiency in Microsoft Excel and reporting tools; Power BI knowledge is an advantage.
· Ability to work effectively with operations teams, IT, and external vendors.
Behavioral Competencies
· Professionalism and confidentiality in handling operational data.
· Structured and process-oriented mindset.
· Accountability and ownership of system and data quality.
· Continuous improvement orientation.
Working Conditions:
· Office-based role with standard working hours.
· May require occasional support outside normal hours during system incidents or operational peaks.