Call Center Manager

Aptec - Obour City, Cairo

Applicants for
1 open position
Experience Needed:
3 to 7 years
Career Level:
Job Type:
Full Time
Education Level:
MBA at least
1 open position
About the Job

Job Scope :

Accountable for set-up, development and ongoing leadership of the SSC based in Cairo offering shared services to the META region.

Initial workforce of about 45 employees covering Purchase, Sales Support, Credit, AP and Marketing Services, Plans to expand in size and in scope of services

Job Tasks :

  • Partner with operating units and negotiate SLAs for services delivered by the SSC to the operating units across META
  • Design and implement appropriate structure, resources, process and systems to deliver on SLAs
  • Planning of resources in line with the annual plan and SLAs agreed with operating units
  • Manage the SSC workforce in line with the SLAs
    • Staffing and induction
    • Performance management
    • Training and development
    • Builds engagement to drive motivation and manage retention
  • Ongoing monitoring and reporting of KPIs ensuring service levels and quality levels for transactions are met
  • Collaborate with operating units to identify SSC opportunities and assist in the transition of activities and processes to the SSC
  • Drive process optimization for greater efficiency and effectiveness of services
  • Liaises closely with Global SSC to adopt and share best practice
  • Budgeting for SSC operations and monitor expenses in close relationship with finance
  • Work with Aptec Egypt to establish and maintain an attractive work environment
  • Works closely with IS department to ensure system performance and implement system changes where appropriate
Job Requirements
  • Master in Business Management or Finance and Accounting or equivalent through experience
  • Fluency in English and Arabic
  • Preferably an Egyptian national
  • Extensive management experience in shared services and/or business process outsourcing (BPO) environment running a center or sizeable operation within a large SSC/BPO
  • Preferably worked in a MNC or SSC/BPO with multi country services
  • Large Team Management experience required
  • Experience in working with process mapping and business process optimization tools such as Lean or 6 Sigma
  • Numerical literacy
  • Should be very familiar with MS office and presentation packages.

Key competences:

  • Drives Results
  • Ensures Accountability
  • Builds Networks
  • Effective Communications
  • Customer Focus
  • Develops Talent
  • Builds Effective Teams
  • Optimizes work processes
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