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
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 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 skills.
- Decision-Making Skills
- Analytical skills
- Skills to identify and analyze problems
- Skills to maximize resources utilization
- Skills to improve process efficiency
