Skills And Tools:
- Develops project plans and identifies tasks required to reach the design and output objectives.
- Set authority levels and determines the responsibilities of the design and development team.
- Identify client requirements taking into consideration statutory and regulatory requirements and incorporates these into the design of the system.
- Monitors and reviews design and development activities to participate in the verification and validation process.
- Follows up and reports on the project’s progress during the design, test and approval phase.
- Coordinates with the sales, HR, Operations, IT and Quality to implement project tasks as per the plan.
- Follows up on the project after the operations start for a period of time during the implementation phase and till the handover after reaching a desirable KPIs.
- Conducts regular meetings with the client to present and review business results.
- Analyses customer business cycles and requirements in accordance with the project scope of work and applies the necessary technology to support such processes.
- Conducts improvement opportunity analysis on all assigned projects in order to maximize RCC service offering and provide value-added to clients.
- Applies qualitative analysis of project operational processes.
- Prepares presentations and technical material covering RCC services, technical details and operational processes.
- Implements needed CRM (Seibel, Access, and Excel) application as required by the project.
- Establishes and maintains project manuals for assigned projects.
- Performs other related duties.
- At least 4+ years of business experience in the contact center industry.
- Experience in Project Management is preferred.
- Fluency in Arabic is mandatory.
- Proficiency in English.
- Bachelor’s degree, preferably in Engineering, Business Administration or Commerce.
- PMP certification is an added plus.
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