Job Details
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Job Description
Job Purpose:
- To implement all required milestones for the launch of new projects (design to live phases) from the point of signing the contract to the point of handing over the project to operations.
- To maintain-ongoing account management necessary for business growth and sustainability.
Key Responsibilities
- Develops project plan and identifies tasks required to reach the design and output objectives
- Set authority levels and determines the responsibilities of the design and development team
- Identify client requirements taking into consideration statutory and regulatory requirements and incorporates these into the design of the system
- Monitors and reviews design and development activities, participates in the verification and validation process
- Follows up and reports on the project’s progress during the design, test and approval phase
- Coordinates with the sales, HR, Operations, IT and Quality to implement project task as per the plan
- Follows up on the project after the operations starts for a period of time that is double of the implementation phase
- Conducts regular meetings with client to present and review business results
- Analyses customer business cycles and requirements in accordance with the project scope of work and applies necessary technology to support such processes
- Conducts improvement opportunity analysis on all assigned projects in order to maximize RCC service offering and provide value added to clients
- Applies qualitative analysis of project operational processes
- Prepares presentations and technical material covering RCC services, technical details and operational processes
- Implements needed CRM (Seibel, Access, Excel) application as required by the project
- Establishes and maintains project manuals for assigned projects
- Performs other related duties
Areas Job Impacts:
- Impacts directly on the company’s planned revenue streams
- Impacts on client satisfaction
Contacts within Raya but outside own area of work :
- Sales – Operations – HR – IT – Quality & Training
Contacts Outside Raya:
- Existing clients
- Potential clients (on a case by case basis)
- Technology solutions providers and/or partners
People management & leadership:
- Exercises leaderships when launching new projects through the indirect management of supporting functions
Financial Impact:
- On timely revenue streams
Job Requirements
Required skills, expertise & Knowledge:
Functional Level:
- Operational Knowledge
- Understanding of CRM (and other related software)
- Understanding of client’s business areas at all levels
- Knowledge of policies & procedures
- Knowledge of current performance metrics
- Knowledge of all COPC requirements
Business Level:
- Awareness of SOD
- Awareness of Call Center Business
- Awareness of Client related industries
Interpersonal Level:
- Presentation Skills
- Dynamic
- Communication Skills
- Good Time Management
- Client Orientation
- Results Orientation
- Quality Focus
Problem Solving:
- Decision-Making Skills
- Analytical skills
- Skills to identify and analyze problems
- Skills to maximize resources utilization
- Skills to improve process efficiency
Educational Background:
- Bachelor degree preferably Engineering, Business Administration or Commerce
- MBA (an added plus)
Professional Experience:
- At least 3 years of business experience
- Experience in Project Management (essential)
- Experience within contact center industry
- Males are preferred as the vacancy will be across "6th October and Maadi sites" and will require working till late hours sometimes.
Language Skills:
- Arabic
- English
- Another Language (is a plus)
