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SPS Service Delivery Manager

Souq.com, An Amazon Company
Cairo, Egypt
Posted 4 years ago
53People have clicked1 open position
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Job Details

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Job Description

  • Daily and weekly operations and performance management
  • Leading and completing daily/weekly/monthly performance reviews with the relevant partner to drive and influence achievement of operational goals
  • Attending and participating in Quarterly Business Reviews with relevant partners
  • Managing the partner forecast headcount and volume requirements process, in line with contractual requirements
  • Supporting tactical day to day actions to achieve service level goals
  • Auditing and validating partner associate engagement with the amazon brand
  • Representation of the Partner network in internal business reviews
  • Supporting and validating monthly payment processes and invoices
  • Supporting the validation of risk and reward metrics for relevant payments
  • Detailed reporting and metrics analysis, enabling a detailed review of all operational performance metrics, and follow through of corrective actions to manage any variations to plan
  • Program and technical management
  • Operations process standardization
  • Sharing operational and quality best practices across the Amazon Seller Support network

Job Requirements

Basic Qualifications:

  • Bachelor's degree in business, economics, engineering or a related field
  • Minimum of 5 years’ experience in a call center environment, preferably in outsourced operational leadership.
  • In-depth knowledge of work force management systems and forecasting
  • Quality and performance management of outsource partners
  • Familiarity with an outsourcing environment
  • Demonstrated success in people leadership
  • Executive business presentations
  • Strong business analytics and leadership skills
  • Demonstrated negotiation skills of large, global contracts
  • Advanced skills in Microsoft Excel, PowerPoint and Word
  • Up to 30% domestic and international travel
  • Fluency in English and one additional language, either French, Italian or Spanish are essential

PREFERRED QUALIFICATIONS

Basic Qualifications:

  • Masters degree or equivalent experience
  • 10years+’ experience in a call center environment, preferably in outsourced operational leadership.
  • Fluency in English and Arabic

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JobsOperations/ManagementSPS Service Delivery Manager