Program Manager

Sykes Enterprises - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
More than 5 years
Career Level:
Job Type:
Full Time
French, German
1 open position
About the Job

Operations Management

  • Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
  • Maintain a close working relation with Technology Department to ensure systems stability and smooth operations
  • Identify improvement opportunities within workflow, productivity and procedures
  • Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions
  • Manage the relation with WFM (Workforce Management) for an optimum utilization of resources
  • Analyze data to inform operational decisions or activities
  • Analyze financial records to improve efficiency
  • Direct organizational operations, projects, or services

People Management

  • Set SMART goals and targets for the planning teams, ensure its alignment and integrity with strategic directions of the departments
  • Set and supervise development plans for teams & individuals
  • Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
  • Manage team attrition to acceptable levels
  • Communicate company, department & unit objectives to ensure proper understanding of the end-end role
  • Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources
  • Maintain team technical proficiency and productivity, and provide technical training when required
  • Identify required resources and skill sets/competencies required to successfully carry out unit plans
  • Balance and monitor the work-load distribution to match with the business needs and team capabilities
  • Provide formal and informal performance feedback on an ongoing basis

Customer Management & Support

  • Use all available measures to push continuous improvement to high customer satisfaction levels
  • Map operation processes to customer satisfaction indicators
  • Ensure operation is compliant with regulatory requirements, check periodically for updates
Job Requirements
  • Fluency in German or French is a MUST
  • Call Center experience is a MUST

Core Competencies:


  • Conveys information clearly and effectively both written and verbal
  • Listens actively and effectively
  • Provides feedback to staff, managers and colleagues

Interpersonal Skills & Teamwork

  • Motivates and reinforces teamwork
  • Develops rapport and trust

Professional & Technical Excellence

  • Has a sound knowledge of the client product
  • Portrays a professional image to the client and to the team

Staff Management & Development

  • Provides quality, ongoing feedback and required training
  • Gains trust and respect from staff

Working to Objectives, Planning and Organizing

  • Focusing on key objectives
  • Prioritizing own workload and managing staff effectively

Client Focus

  • Maintains an in depth knowledge of the client’s product
  • Ensures the attainment of client Service Level Agreements
About this Company

SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. We provide an array of customer contact management solutions to market leaders around the world, primarily in the Communications, Financial... (More)

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