Service Delivery Manager - Outbound Sales

Raya Contact Center - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
More than 7 years
Career Level:
Job Type:
Full Time
Arabic, English
1 open position
About the Job

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 2
  • 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

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
Job Requirements
  • 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:
  • +7 years of work experience in the Call Center industry 5 of which would need to be in the management of people

Language Skills:

  • Arabic Language is mandatory
  • Fluency in English
About this Company

Raya Contact Center is a world-class Business Process Outsourcing Service Provider offering contact center services, back office services, inside sales channel management and professional services. Raya Contact Center with its Call Center services caters to clients, including... (More)

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