Job Details
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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