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Program Manager

Raya Customer Experience - 6th of October, GizaPosted 2 years ago
98Applicants for1 open position
  • 91Viewed
  • 3In Consideration
  • 87Not Selected
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Job Details

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Job Description

  • 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.

Job Requirements

  • 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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