# Planning & Managing Information Services (MIS) Section Head - Customer Care

> BTECH · Cairo, Egypt · Full-time · Posted 2026-02-05

**Salary:**  20,000–25,000

**Workplace:** on_site

**Department:** Customer Care

## Description

### Job Level

Section Head

### Reporting To

Senior Director – Customer Care

## Requirements

### Job Purpose

To oversee the planning, implementation, and management of Information Services (MIS) within the Customer Care function, ensuring data-driven decision-making that enhances customer experience, optimizes Human Resources Outsourcing (HRO) performance, and ensures efficient budget utilization.

### Key Responsibilities

### 1\. Planning & Budget Management

-   Prepare, monitor, and control the Customer Care budget to ensure efficient and effective utilization.
-   Analyze budget performance and present clear, data-driven financial reports to the Senior Director – Customer Care.
-   Conduct cost-benefit analyses for proposed Customer Care initiatives and prioritize projects that maximize customer satisfaction within budget constraints.
-   Establish performance objectives for the MIS team aligned with Customer Care OKRs and organizational goals.

### 2\. Management Information Systems (MIS)

-   Oversee the development, implementation, and maintenance of Customer Care information systems.
-   Ensure MIS platforms integrate seamlessly with existing systems and support efficient data collection, analysis, and reporting.
-   Ensure data accuracy, reliability, and accessibility to support operational and strategic decision-making.

### 3\. Reporting & Executive Communication

-   Develop and deliver high-quality, C-level reports and presentations that highlight key Customer Care insights, trends, and performance metrics.
-   Translate complex data into clear, actionable recommendations for executive stakeholders.
-   Support leadership with performance tracking related to SLA compliance, resolution rates, and customer satisfaction.

### 4\. Team Leadership & Development

-   Lead, coach, and mentor the MIS and reporting team to enhance analytical, reporting, and data interpretation capabilities.
-   Foster collaboration and leverage diverse perspectives to ensure comprehensive and accurate data analysis.
-   Monitor team performance, ensuring accuracy, timeliness, and continuous improvement.

### 5\. Risk Management

-   Identify and assess potential risks to information systems, reporting accuracy, and planning processes within Customer Care.
-   Develop and implement mitigation strategies to ensure system reliability, operational continuity, and achievement of departmental objectives.  
      
      
      
      
    Qualifications & Experience
-   **Education**

-   Bachelor’s degree (required)
-   Diploma in Data Analysis (preferred)

-   **Experience**

-   3–5 years of relevant experience
-   Proven track record in Customer Care reporting, budget management, and performance analysis

-   Technical Skills

-   Microsoft Office: **Excellent**
-   Power BI: **Very Good**
-   English Language: **Very Good**

-   Key Skills & Competencies

-   Strong analytical and problem-solving skills
-   Business and financial acumen
-   Cost analysis and budgeting expertise
-   Excellent communication and presentation skills
-   Leadership and coaching capability

## Benefits

### Benefits & Compensation

The organization offers a competitive benefits package designed to support employee well-being, professional growth, and work-life balance, including:

-   Competitive salary aligned with experience and qualifications
-   Performance-based incentives and annual reviews
-   Comprehensive health and medical insurance coverage
-   Paid annual leave, sick leave, and public holidays
-   Professional development and training opportunities
-   Career advancement and internal mobility opportunities
-   Supportive and collaborative work environment
-   Access to modern tools and systems to support job performance
-   Employee wellness and engagement initiatives

## Apply

[Apply at BTECH](https://apply.workable.com/b-tech/j/D51D26AADC/apply)

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