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Collection Service Delivery Manager

Raya Customer Experience
Maadi, Cairo
Posted 5 years ago
133Applicants for1 open position
  • 4Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

Job Purpose:
Responsible to manage client relationships and to ensure client satisfaction through delivering & achieving all related metrics KPIS and maintaining operational objective
Key Responsibilities:

  • Take the financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues.
  • Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines].
  • Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff.
  • Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items.
  • Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives.
  • Follows the implementation approach for any new scope or change of scope required by the client
  • Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations.
  • Constantly update the service manual for assigned project and present this to the client for approval
  • Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained.
  • Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers)
  • Communicates with Call Center clients concerning the business / operational results
  • Applies operational, qualitative and business analysis of project operational processes
  • Updates constantly service manual for assigned project and presents this to the client for approval
  • Oversee all the activities of own team to ensure high performance levels and efficient implementation.
  • Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
  • Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives

Job Requirements

Areas Job Impacts:

  • Impacts on client satisfaction and account growth
  • Impacts on team working environment
  • Impacts on projected revenues & profitability
  • Contacts within Raya but outside own area of work: All Company Departments
  • Contacts outside Raya: Clients

Job Dimension:

  • People Management & Leadership:
  • Full leadership and guidance responsibilities
  • Financial Impact:
  • Project P&L
  • Required skills, expertise & Knowledge:

Functional Level:

  • Very good knowledge of Sales approaches and techniques
  • Very good Operational Knowledge
  • Understanding of CRM (and other related software)
  • Understanding of client’s business areas at all levels
  • Knowledge of all COPC requirements

Business Level:

  • Awareness of Company 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:

  • University graduate
  • Professional Experience:
  • +5 years of work experience in the Call Center industry 3 of which would need to be in the management of people

Language Skills:

  • Arabic Language is mandatory
  • Fluency in English

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